Scale 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. 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.
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: Health, dental, vision, retirement plans with company match, PTO, parental leave and an education & training fund ($1,000 local currency annually). Benefits vary by geography and will be discussed in more depth during the interview process.
- Flexible Hybrid Working Environment: Our offices provide weekly lunches, delicious coffee and frequent social events. Dedicated parent rooms, gyms (in some locations), lounge spaces and flexible workstations create an environment that supports your well-being.
- Wellness: We provide a variety of workshops, wellness events and a free subscription to the Headspace app to help our team members perform at their best.
- 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 Team Lead of Mid-Market Customer Success, the Scale Customer Success Manager is responsible for maintaining and growing your customer’s health and revenue by aligning customer needs, product capabilities, and use cases. You’ll be relied upon for your entrepreneurial nature, technical aptitude, collaborative style and ability to engage with high-profile customers in the Payments, Marketplace, Online Trading, Banking and Wealth Management verticals.
Primary Duties and Responsibilities:
- Create and build strategic relationships with the largest and most innovative companies across North America 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 stakeholders and business units within the same organization, with potentially different use cases for each
- Analyze and improve product performance metrics and technical optimization opportunities within the services platform
- Navigate and negotiate contract changes, amendments, and add-ons
- 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
- Perform product demos as required
- Maintain up-to-date records in Salesforce and Catalyst
- Manage multiple stakeholders (internal and external) while easily pivoting from a C-suite to a technical contact
- Ability to work within a hybrid work environment with a minimum of two set team days in the office in Vancouver
Key/Technical Skills:
- Strong business, operational and technical aptitude with a proven ability to quickly learn new technologies and transactional business models
- Familiarity with managing large-scale clients in a SaaS or similar product environment
- Experience driving product adoption and growth while working to mitigate churn
- 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
Education and Experience:
- Post-Secondary Degree or combination of desired experience and education
- 1-2 years of previous experience in a B2B software customer success management or customer success role, and within the tech industry
- Proven success selling and/or supporting complex SaaS solutions preferably within security and compliance across the financial services, fintech, e-commerce, and technology industries
- Experience managing 25+ customers with revenues up to 6-figures 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
Pay Transparency (Vancouver)
We take a market-based and data driven approach to compensation. We leverage data from trusted third-party compensation sources to help us understand the market value of a role based on function, level, location and scope.
Please view the salary range for this role below. The range listed is our expected compensation for the role. However, the pay offered may vary depending on a variety of factors including qualifications, job-related knowledge, skills, experience and location.
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.
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”.