Strategic Customer Success Manager

Picture yourself at the forefront of innovation, contributing to Trulioo, the global leader in digital identity verification, enabling 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—recognized as a BC Top Employer for the second consecutive year, reflecting our commitment to an inclusive, collaborative, and people-first workplace.

Position Summary:

Reporting to the Director, Customer Success, the Strategic Customer Success Manager plays a pivotal role in maintaining and growing customer health and revenue by aligning customer needs, product capabilities, and evolving use cases. This position combines entrepreneurial drive, deep technical aptitude, and collaborative leadership with the ability to influence senior leaders and work across high-profile customers in Payments, Marketplaces, Online Trading, Crypto, Banking, and Wealth Management. As a strategic member of the team, you partner with peers and senior executives across Trulioo and customer organizations to drive customer outcomes, expand adoption, increase revenue, and shape the company's direction. You also support complex cross-functional projects that have significant impact on Trulioo's growth and long-term success.

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

What You'll Be Doing:

• 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:

• A 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.
• Proven ability to develop strategic relationships by becoming a trusted advisor to each customer, focused on customer outcomes and business value from Trulioo.
• Strong stakeholder management skills across both customer and internal executive teams.
• Exceptional presentation, negotiation, and communication skills across executive and technical audiences, including the ability to deliver impactful external presentations and webinars.
• A high achievement orientation with a strong work ethic, responsiveness, and a customer-first mindset.
• A proven track record managing multi-million-dollar enterprise customers, driving adoption, retention, and revenue growth, with demonstrated success in complex SaaS expansion and executive-level relationships.
• Experience leading cross-functional strategic initiatives with measurable impact on company direction and revenue.
• Strong identity and compliance expertise, with the ability to discuss onboarding, KYC, fraud prevention, and user experience, and industry experience in compliance, identity, fintech, AML/KYC, or other financial and regulatory environments.
• Proficiency in analyzing data and translating insights into business outcomes.
• Experience with the following tools/technology: Excel or BI tools.
• Working fluency using AI in your own account management workflow, with a repeatable process and a habit of verifying output before relying on it, plus experience introducing a shared workflow or template that other team members use, and sound judgment on where AI should not touch confidential customer data.