Senior Customer Success Manager

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.

What We Offer

• Comprehensive Benefits: We provide a robust benefits package for full-time, permanent employees, including health, dental, and vision coverage, retirement plans with company match, paid time off, parental leave, and an annual education & training stipend (equivalent to $1,000 in local currency). Specific benefits may vary by location and will be discussed further during the interview process.

• Flexible Hybrid Working Environment: Our offices are designed to support both collaboration and flexibility. Enjoy weekly lunches, quality coffee, and regular social events. Many locations also feature parent rooms, on-site gyms, comfortable lounges, and adaptable workstations to support your comfort and productivity.

• Wellness: We care about your well-being. Team members have access to wellness workshops and events, as well as a complimentary Headspace subscription to help you stay focused, grounded, and energized.

• Employee Resource Groups: Belonging is an important part of doing your best work. Our ERGs provide an inclusive space, support and community for employees of diverse backgrounds and allies. We host informative, fun sessions and celebrations that are often open to the entire organization.

Position Summary:

Reporting to the Director, Customer Success, the Senior Customer Success Manager is responsible for maintaining and growing customer revenue and health by aligning customer needs, product capabilities, and use cases. You're relied upon for your entrepreneurial nature, technical aptitude, collaborative style, and ability to engage with high-profile customers in Payments, Marketplace, Online Trading, Banking, and Wealth Management.

This role is expected to leverage AI and emerging technologies to improve productivity, enhance decision-making, and continuously optimize how work is performed.

This is a full-time, permanent position based out of our Vancouver office on a hybrid model (3 days per week in-office). Candidates located outside a commutable distance of this office may be considered for a fully remote arrangement within Canada.

What You'll Be Doing:

• Drive net revenue retention by identifying, pipelining, and closing upsell and cross-sell opportunities within a dedicated book of business to exceed growth targets.

• Lead the end-to-end commercial process for contract renewals, amendments, and add-ons, securing favorable terms while maximizing account value.

• Build strategic relationships with the largest and most innovative companies across North America, engaging C-suite decision-makers to uncover business requirements and map them to additional products or higher-tier service levels.

• Manage multiple stakeholders and business units within the same organization, each with potentially different use cases, pivoting easily between C-suite and technical contacts.

• Analyze product performance metrics and technical optimization opportunities, and partner with Sales, Marketing, Support, Product, and executive team members to be the voice of the customer and shape the product roadmap.

• 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 product usage data and prepare quarterly business review and renewal materials, checking every output against source data before it reaches a customer, and share the workflows that work with the wider Customer Success team.

What You'll Bring:

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

• 5+ years of experience in B2B software customer success management or a similar role within the tech industry.

• Proven success selling complex SaaS solutions, preferably in security and compliance across financial services, fintech, e-commerce, and technology.

• Experience managing multi-million-dollar customers, driving product adoption, mitigating churn, and accurately forecasting revenue.

• Proven ability to become a trusted advisor by focusing on customer outcomes and the business value of software.

• Exceptional verbal, written, and presentation skills for both external and internal audiences, including articulating technical product value.

• Self-motivated, detail-oriented, and driven to achieve.

• Strong business, operational, and technical aptitude, with the ability to quickly learn new technologies and transactional business models.

• Experience analyzing data sets and presenting findings to customers, and owning customer touchpoints such as quarterly business reviews.

• Experience with financial, compliance, or regulatory industries.

• Experience with the following tools/technology: CRM, ticketing, and product management tools (Salesforce considered an asset), and Excel or BI tools.

• Working fluency using AI in your own account management work, with a repeatable process and a habit of verifying output before relying on it, plus experience introducing a shared workflow or template that teammates use, and sound judgment on where AI should not touch confidential customer data.

Interview Process:

At Trulioo, we strive to create an interview experience that is transparent, engaging, and respectful of your time. Our process is designed to help us learn more about your skills and experience while giving you insight into our team, culture, and the impact of the work we do.

Here's what you can expect throughout the interview process:

• Recruiter Interview: 30 minutes

• Hiring Manager Interview: 45–60 minutes

• Panel/Presentation/Assignment: 60 minutes

• Final Leadership Interview: 30–45 minutes

Thriving at Trulioo

At Trulioo, you’re not just an employee. You’re a valued member of our Trulicrew on a journey of professional and personal growth with a world-class organization. With Trulioo, you have the power to revolutionize the intersection of technology, digital trust and online identity to open the global economy to everyone. Together, we can shape the digital future.

We’re on the lookout for exceptional people to empower with trust, autonomy and the freedom to cultivate their potential. Your curiosity, meticulous attention to detail and passion to contribute are highly valued. If that resonates with you, apply today to become a part of our team. Join us in shaping a future where your career isn’t just a journey but also a boundless exploration into the possibilities of technology and digital identity verification.

Get an inside look at life at Trulioo by following us on LinkedIn, or learn more about us at www.trulioo.com

If you don’t see yourself fully reflected in every job requirement listed on the posting above, we still encourage you to reach out and apply. Research has shown that minorities and underrepresented groups often only apply when they feel 100% qualified. We are committed to creating a more equitable, inclusive and diverse company and we strongly encourage applicants of all genders, ages, ethnicities, cultures, abilities, sexual orientations, and life experiences to apply.

Trulioo welcomes applications from people with disabilities. Support is available upon request for candidates taking part in all aspects of the selection process. Finally, we know from time-to-time emergencies happen and you may need to reschedule an interview - we understand and encourage you to be in communication without worrying about losing the opportunity or your credibility.

Privacy Notice

As part of our job application process, Trulioo collects, processes, and discloses personal data for the purpose of identifying suitable candidates for our job openings. For more detail, please visit Trulioo’s Website Privacy Policy in the section “When you apply for a job”.