Senior Customer Success Manager, Trulioo

• 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
• Strong business, operational and technical aptitude with a proven ability to quickly learn new technologies and transactional business models
• Familiarity with managing large scale Enterprise customers in a SaaS or similar product environment
• Experience driving product adoption and growth while working to mitigate churn
• Experience in building customer specific business cases and helping customers understand the value derived from products and services
• 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 combination of desired experience and education
• 5+ years of previous experience in a B2B software customer success management or customer success role, and within the tech industry
• Proven success selling complex SaaS solutions preferably within security and compliance across the financial services, fintech, e-commerce and technology industries
• Experience managing multi-million dollar customers 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, detailed-oriented, and 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

• Headquartered in Vancouver and with strategic hubs in San Diego and Dublin, we foster a culture of collaboration and open communication
• Reporting to the Senior Manager, Customer Success, EMEA, the Senior Customer Success Manager is responsible for growing revenue across their account base by aligning customer needs, product capabilities, and use case fit
• You’ll be relied upon for your entrepreneurial nature, technical aptitude, collaborative style and ability to engage with high-profile customers in the Payments, e-Commerce, Finserv, and Technology verticals
• Create and build strategic relationships with the largest and most innovative companies across the EMEA region to drive revenue growth and increase customer loyalty and product adoption
• Consistently communicate with decision-makers to understand their identity verification needs and business requirements
• Manage multiple business units/opportunities within the same organization, with potentially different use-cases for each
• Analyze and evaluate product performance metrics and technical optimization opportunities within the services platform
• Navigate and negotiate contract changes, upgrades, and amendments
• 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
• Coordinate and perform product demos as required
• Maintain up to date records in Sales CRM; provide ongoing feedback on system use and opportunities for efficiencies
• Manage multiple stakeholders (internal and external) while easily pivoting from a c-suite to a technical contact

• Free snacks, unlimited coffee and catered lunches twice a week!
• We host various sports and wellness activities, social events, birthday celebrations, lunch and learns, and encourage friendly (but often competitive!) games of ping-pong and foosball
• Extended health and dental benefits with Canada Life
• Three weeks of vacation and five sick days per year on joining
• Education, Training & Certification Policy and professional development programs
• Paid Wellness Days
• Personal Education Budget
• GlobalGateway Experience - allows Trulicrew members to work from a time zone of their choosing for up to two weeks per year.

Total funding: $470m

Identity fraud is on the rise, anti-money laundering and terrorism financing regulations are tightening, and online identities are becoming harder to track. The ramifications of this for individuals and businesses alike make digital identity verification a challenge that urgently needs to be overcome. The Trulioo team have good reason to think they can do it.