Senior Customer Success Manager

New

TruliooDigital identity verification

Candidates located outside a commutable distance of this office may be considered for a fully remote arrangement within Canada.Full-TimeManager

SalaryBase salary CA$100K – CA$130K • Offers Commission

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Job Details

Experience: 5+ years of experience in B2B software customer success management or a similar role within the tech industry.
Required Skills: Data AnalysisAccount ManagementCRM

Have a post-secondary degree or an equivalent combination of education and experience.
Bring 5+ years of experience in B2B software customer success management or a similar role in the tech industry.
Demonstrate success selling complex SaaS solutions; experience in security and compliance is preferred.
Have experience managing multi-million-dollar customers, driving product adoption, mitigating churn, and forecasting revenue.
Be able to act as a trusted advisor focused on customer outcomes and the business value of software.
Have strong verbal, written, and presentation skills, including the ability to explain technical product value.
Bring business, operational, and technical aptitude and the ability to learn technologies and transactional business models.
Have experience analyzing datasets, presenting findings to customers, and owning customer touchpoints such as quarterly business reviews.
Have experience with financial, compliance, or regulatory industries.
Have experience with CRM, ticketing, and product management tools; Salesforce is an asset. Excel or BI tools experience is also required.
Use AI fluently in account management with a repeatable process, verify outputs before relying on them, and exercise sound judgment about confidential customer data.

Drive net revenue retention by identifying, pipelining, and closing upsell and cross-sell opportunities within a dedicated book of business.
Lead contract renewals, amendments, and add-ons, securing favorable terms and maximizing account value.
Build strategic relationships with large companies across North America and engage C-suite decision-makers to uncover business requirements.
Manage multiple stakeholders and business units, adapting between C-suite and technical contacts.
Analyze product performance metrics and technical optimization opportunities.
Partner with Sales, Marketing, Support, Product, and executive team members to represent customer needs and shape the product roadmap.
Use AI and emerging technologies to improve productivity, streamline workflows, and identify opportunities for continuous improvement.
Use AI to analyze product usage data and prepare quarterly business review and renewal materials, verifying outputs against source data.
Share effective AI workflows with the wider Customer Success team and ensure responsible, secure, and compliant use of AI tools.

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