Strategic Customer Success Manager

Trulioo • San Diego, CA

3d • $130,000 - $180,000 • Remote

About The Position

The Strategic Customer Success Manager maintains and grows customer health and revenue by aligning customer needs, product capabilities, and evolving use cases. The role serves Trulioo’s largest customers across industries including Payments, Marketplaces, Online Trading, Crypto, Banking, and Wealth Management, partnering with customer and internal senior leaders to drive outcomes, expand adoption, increase revenue, and help shape company direction. It also supports complex cross-functional projects with significant impact on Trulioo’s growth and long-term success.

The position is expected to use AI and emerging technologies to improve productivity, decision-making, and work processes, while ensuring responsible, secure, and compliant use. This is a full-time, permanent remote position based anywhere in the United States, with a preference for candidates in San Diego, San Francisco, or New York. The role reports to the Director, Customer Success.

Requirements

• Post-secondary degree or an equivalent combination of education and experience.
• At least 7 years of customer success, account management, or related B2B SaaS experience.
• Ability to develop strategic customer relationships as a trusted advisor focused on customer outcomes and business value.
• Strong stakeholder management skills across customer and internal executive teams.
• Exceptional presentation, negotiation, and communication skills for executive and technical audiences, including delivering external presentations and webinars.
• High achievement orientation, strong work ethic, responsiveness, and a customer-first mindset.
• Track record managing multi-million-dollar enterprise customers and driving adoption, retention, and revenue growth, including complex SaaS expansion and executive-level relationships.
• Experience leading cross-functional strategic initiatives with measurable impact on company direction and revenue.
• Identity and compliance expertise, including the ability to discuss onboarding, KYC, fraud prevention, and user experience.
• Proficiency analyzing data and translating insights into business outcomes.
• Experience with Excel or BI tools.
• Working fluency using AI in account management, with a repeatable process, verification of outputs, experience introducing a shared workflow or template used by other team members, and sound judgment about avoiding exposure of confidential customer data.

Nice To Haves

• Experience in compliance, fintech, financial services, or e-commerce.
• Industry experience in compliance, identity, fintech, AML/KYC, or other financial and regulatory environments.

Responsibilities

• Serve as the primary contact for Trulioo’s largest customers, managing day-to-day engagement and creating and executing customer success plans.
• Lead high-stakes customer engagements and independently resolve complex challenges and escalations while keeping stakeholders aligned and informed.
• Drive adoption of Trulioo’s full product suite and achieve high NPS and customer satisfaction.
• Represent customer needs across the assigned accounts to influence product roadmap and company strategy.
• Plan long-term customer expansion through strategic analysis and critical thinking, and own upsell initiatives across customer deployments.
• Mentor and advise the Customer Success Manager team, supporting skill development and mastery of the CSM playbook.
• Act as a trusted internal and external brand ambassador who embodies Trulioo’s core values.
• Use AI and emerging technologies to improve productivity, streamline workflows, and identify continuous-improvement opportunities, ensuring responsible, secure, and compliant use.
• Use AI to analyze usage trends and customer health data and prepare account plans and QBR materials; verify outputs against source data before sharing externally and share effective workflows with the CSM team.
• Lead cross-functional strategic initiatives with measurable impact on company direction and revenue.

Benefits

• Health, dental, and vision coverage for full-time, permanent employees.
• Retirement plans with company match.
• Paid time off.
• Parental leave.
• Annual education and training stipend equivalent to $1,000 in local currency.
• Wellness workshops and events.
• Complimentary Headspace subscription.
• Hybrid office amenities may include weekly lunches, quality coffee, social events, parent rooms, on-site gyms, comfortable lounges, and adaptable workstations.

What This Job Offers

• Job Type: Full-time
• Career Level: Senior