Act as the primary contact for Trulioo's largest customers, owning day-to-day engagement and the creation and execution of each customer's success plan.

Lead high-stakes customer engagements, independently resolving complex challenges and escalations while ensuring stakeholders are aligned and well briefed.

Drive use of Trulioo's full product suite while consistently achieving high NPS and customer satisfaction.

Be the voice of the customer across your book of business to influence roadmap and strategy.

Provide strategic analysis and critical thinking to plan long-term expansion, and own upsell initiatives across each customer's deployment.

Mentor and advise the CSM team, enabling skill development and mastery of the CSM playbook.

Embody Trulioo's core values as a respected and trusted internal and external brand ambassador.

Leverage AI and emerging technologies to improve productivity, streamline workflows, and identify opportunities for continuous improvement while ensuring the responsible, secure, and compliant use of AI tools.

Use AI to analyze usage trends and customer health data and to prepare account plans and QBR materials, verifying every output against source data before it reaches a customer, and share the workflows that work with the CSM team.

What You'll Bring:

Post-secondary degree or equivalent combination of education and experience.

7+ years of customer success, account management, or related B2B SaaS experience, ideally in compliance, fintech, financial services, or e-commerce.

Strategic Customer Success Manager

Responsibilities

Benefits

Company

Trulioo

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