Mid-Market Customer Success Manager at 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 - 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 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: 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. Position Summary Reporting to the Manager, Customer Success, the Mid-Market 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. This will be a full-time, permanent position working out of the Vancouver office on a hybrid model (3-days per week in the office). What You'll Be Doing: - Drive Net Retention Revenue (NRR): Proactively identify, pipeline, and close expansion opportunities (upsells and cross-sells) within a dedicated book of business to exceed growth targets. - Commercial Negotiation: Lead the end-to-end commercial process for contract renewals, amendments, and add-ons, ensuring favorable terms while maximizing account value. - Create and build strategic relationships with the most innovative companies across North America to drive revenue growth, increase customer loyalty, and product adoption - Consistently communicate with decision-makers to understand their identity verification needs and map them to additional products or higher-tier service levels. - 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 - 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 Totango - Manage multiple stakeholders (internal and external) while easily pivoting from a C-suite to a technical contact What You'll Bring: - 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 a combination of desired experience and education - 3+ years of previous experience in a B2B software customer success management or customer success role, and within the tech industry - Proven success in 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, detail-oriented, and with a 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     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. Get an inside look at life at Trulioo by following us on LinkedIn [Upgrade to PRO to see link] or learn more about us at www.trulioo.com [Upgrade to PRO to see link] 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 [Upgrade to PRO to see link] in the section “When you apply for a job”.