Strategic Customer Success Manager

Trulioo is hiring a Strategic Customer Success Manager to maintain and grow customer health and revenue across its largest accounts. The role owns customer success plans, adoption and expansion, resolves complex escalations, represents customer needs internally, and mentors the Customer Success team.

Responsibilities:

• 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

Requirements:

• 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
• High achievement orientation with a strong work ethic, responsiveness, and a customer-first mindset
• 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 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