Strategic Customer Success Manager
New
T
TruliooDigital identity verification
Working remotely from anywhere in the United StatesFull-TimeManager
SalaryBase salary $130K – $180K • Offers Commission
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Job Details
- Experience
- 7+ years of customer success, account management, or related B2B SaaS experience
- Required Skills
- Data AnalysisStakeholder managementCustomer SuccessAccount Management
Requirements
- Have a post-secondary degree or an equivalent combination of education and experience.
- Have 7+ years of customer success, account management, or related B2B SaaS experience.
- Bring experience ideally in compliance, fintech, financial services, or e-commerce.
- Demonstrate success managing multi-million-dollar enterprise customers and driving adoption, retention, and revenue growth.
- Have experience with complex SaaS expansion and executive-level customer relationships.
- Demonstrate strategic relationship-building and stakeholder management across customer and internal executive teams.
- Have experience leading cross-functional strategic initiatives with measurable impact on company direction and revenue.
- Bring identity and compliance expertise, including familiarity with onboarding, KYC, fraud prevention, and user experience.
- Be able to analyze data and translate insights into business outcomes.
- Have experience with Excel or BI tools.
- Use AI fluently in account-management workflows, verify outputs, and exercise sound judgment around confidential customer data.
Responsibilities
- Act as the primary contact for Trulioo’s largest customers and own day-to-day engagement and each customer’s success plan.
- Lead high-stakes customer engagements and independently resolve complex challenges and escalations.
- Drive use of Trulioo’s full product suite while achieving high NPS and customer satisfaction.
- Represent customer needs across the book of business to influence product roadmap and strategy.
- Plan long-term account expansion and own upsell initiatives across customer deployments.
- Mentor and advise the CSM team to develop skills and mastery of the CSM playbook.
- Use AI to analyze usage trends and customer health data and prepare account plans and QBR materials.
- Verify AI outputs against source data before sharing with customers, and share effective workflows with the CSM team.
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