About Us 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 - and we’re proud to be recognized as a BC Top Employer for the second consecutive year, reflecting our commitment to an inclusive, collaborative, and people-first workplace. Headquartered in Vancouver and with strategic hubs in Dublin, Singapore and San Diego, 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. Position Summary: Reporting to the Head of Customer Success for EMEA and APAC, the Senior Customer Success Manager is responsible for growing revenue across their account base by aligning customer needs, product capabilities, and use case fit. You’ll be relied upon for your entrepreneurial nature, technical aptitude, collaborative style and ability to engage with high-profile customers in the Payments, e-Commerce, Finserv, and Technology verticals. Primary Duties and Responsibilities:
● Create and build strategic relationships with the largest and most innovative companies across the EMEA region to drive revenue growth and increase customer loyalty and product adoption
● Manage existing product into new use cases and markets ● Consistently communicate with decision-makers to understand their identity verification
needs and business requirements ● Manage multiple business units/opportunities within the same organization, with
potentially different use-cases for each ● Analyze and evaluate product performance metrics and technical optimization
opportunities within the services platform
● Navigate and negotiate contract changes, upgrades, and amendments ● 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
● Coordinate and perform product demos as required ● Maintain up to date records in Sales CRM; provide ongoing feedback on system use and
opportunities for efficiencies ● Manage multiple stakeholders (internal and external) while easily pivoting from a c-suite
to a technical contact
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 Enterprise customers in a SaaS or similar product environment
● Experience driving product adoption, expansion 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 ● 5+ years of previous experience in a B2B software customer success management or
customer success role, and within the tech industry ● Proven success selling complex SaaS solutions preferably within security and
compliance across the financial services, fintech, e-commerce and technology industries ● Experience managing multi-million dollar customers 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
Working at Trulioo You will be challenged to achieve, develop, and grow as part of a hyper-growth company. We offer you the opportunity to make a difference and create a better world by revolutionizing how technology, trust, and identity intersect online. We are on a mission to make sure no one is left behind and everyone has the opportunity to participate fully in the modern digital economy. In order to do this well, diversity and inclusion have always been fundamental to our mission, our culture and our life. Trulioo is proud to be an equal opportunity employer and our commitment to inclusion across race, gender, age, religion, identity and experience connects us with the customers and communities we serve, attracting top talent and passionate changemakers across the globe. Our mission matters – for billions of people everywhere. The diverse experiences, ideas, and identities of Trulioo’s team members help us make better decisions and drive great results. We foster an inclusive work environment that welcomes team members of all backgrounds and perspectives. We're committed to providing a meaningful environment for every member of our team. We hire exceptional people and reward them with trust, autonomy, mentorship, and the freedom to grow into their roles. You are naturally curious, invest time to better understand complex concepts and have strong attention to detail. You love working in a team where trust is key and want to make an impact everyday. If this sounds like you, please apply and come work with us. Studies show that minorities and members of underrepresented groups apply for jobs only if they meet 100% of the qualifications. Trulioo encourages everyone interested in a role to apply. We look forward to your application!
What We Offer
● Comprehensive Benefits: We provide a robust benefits package for full-time, permanent employees, including health, dental, and vision coverage, retirement plans with company match, paid time off, parental leave, and an annual education & training stipend
(equivalent to $1,000 in local currency). Specific benefits may vary by location and will be discussed further during the interview process.
● Flexible Hybrid Working Environment: Our offices are designed to support both collaboration and flexibility. Enjoy weekly lunches, quality coffee, and regular social events. Many locations also feature parent rooms, on-site gyms, comfortable lounges, and adaptable workstations to support your comfort and productivity.
● Wellness: We care about your well-being. Team members have access to wellness workshops and events, as well as a complimentary Headspace subscription to help you stay focused, grounded, and energized.
● 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.