Strategic Customer Success Manager

Role Overview

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.

What You Will Do

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.

Why It Might Be a Fit

This role requires a strong stakeholder management skills across both customer and internal executive teams, exceptional presentation, negotiation, and communication skills across executive and technical audiences, and a proven ability to develop strategic relationships by becoming a trusted advisor to each customer, focused on customer outcomes and business value from Trulioo.

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
• 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

Benefits

• Comprehensive Benefits
• Flexible Hybrid Working Environment
• Wellness
• Employee Resource Groups