Mid-Market Customer Success Manager

Trulioo•Vancouver, BC

4d•Hybrid

About The Position

Are you ready to embark on a career that truly affects people around the world? Trulioo invites you to be a catalyst for change in the dynamic realm of digital identity verification. As the global front-runner in our industry, we are redefining how businesses grow, innovate and comply online. Picture yourself at the forefront of innovation, contributing to our award-winning platform that enables organizations worldwide to quickly onboard customers, optimize costs and combat fraud. Fueled by Silicon Valley support, Trulioo stands as the trusted platform that can verify more than 5 billion people and 700 million business entities spanning 195 countries. But Trulioo is more than a tech company. We are a united force of dedicated experts committed to establishing trust online - and we’re proud to be recognized as a BC Top Employer for the second consecutive year, reflecting our commitment to an inclusive, collaborative, and people-first workplace. Headquartered in Vancouver and with strategic hubs in San Diego and Dublin, we foster a culture of collaboration and open communication. Our offices support a hybrid model and staff typically work three days per week at a hub location. Join us where excitement meets innovation and contribute to a world where trust and technology unite.

Requirements

Strong business, operational and technical aptitude with a proven ability to quickly learn new technologies and transactional business models
Familiarity with managing large-scale clients in a SaaS or similar product environment
Experience driving product adoption and growth while working to mitigate churn
Experience analyzing data sets in Excel or Business Intelligence tools and presenting those findings to customers
Proficiency with CRM tools, ticketing platforms, and product management tools. Salesforce experience would be considered an asset
Excellent presentation skills for both external and internal audiences
Ability to own and execute defined customer touchpoints throughout the customer lifecycle, such as the QBR
Post-Secondary Degree or a combination of desired experience and education
3+ years of previous experience in a B2B software customer success management or customer success role, and within the tech industry
Proven success in selling and/or supporting complex SaaS solutions, preferably within security and compliance across the financial services, fintech, e-commerce, and technology industries
Experience managing 25+ customers with revenues up to 6-figures and demonstrated ability to accurately forecast revenue in a transactional environment
Exceptional verbal and written communication skills to successfully articulate technical product specifications and product value propositions
Self-motivated, confident, competitive, detail-oriented, and with a big appetite for high achievement
Proven ability to develop strategic relationships by becoming a trusted advisor with each customer through focusing on customer outcomes and driving business value from software.
Experience with financial, compliance, and or regulatory industries

Responsibilities

Drive Net Retention Revenue (NRR): Proactively identify, pipeline, and close expansion opportunities (upsells and cross-sells) within a dedicated book of business to exceed growth targets.
Commercial Negotiation: Lead the end-to-end commercial process for contract renewals, amendments, and add-ons, ensuring favorable terms while maximizing account value.
Create and build strategic relationships with the most innovative companies across North America to drive revenue growth, increase customer loyalty, and product adoption
Consistently communicate with decision-makers to understand their identity verification needs and map them to additional products or higher-tier service levels.
Manage multiple stakeholders and business units within the same organization, with potentially different use cases for each
Analyze and improve product performance metrics and technical optimization opportunities within the services platform
Maintain communication and coordination with Sales, Marketing, Support, Product, and Executive Team members to be the voice of the customer and drive our product roadmap in line with customer requirements
Perform product demos as required
Maintain up-to-date records in Salesforce and Totango
Manage multiple stakeholders (internal and external) while easily pivoting from a C-suite to a technical contact