You're using an older version of Internet Explorer that is no longer supported. Please update your browser.

Scale Customer Success Manager

Vancouver, BC
Full Time
6 days ago

About Us

Join an established, scaling and award-winning team at Trulioo (Truly-you)! Recognized as a “CNBC Disruptor 50 Company”, “Technology Pioneers” by the World Economic Forum, “Emerging Company of the Year” by the BC Tech Association, and KNOW Identity’s “Industry Leader of the Year!” Hear from the Trulioo Customer Success team about advancing your career by clicking here!

We are a Silicon Valley-funded tech company solving the problems of trust and safety online. To realize that goal we’ve built the world’s leading identity verification platform, enabling instant verification of 5 billion people and 330 million businesses in more than 100 countries through a single API. Hundreds of businesses worldwide depend on Trulioo GlobalGateway to help streamline and scale their customer onboarding, fraud prevention, and compliance operations across the world. With offices in Vancouver, San Francisco, and Dublin, we’ve fostered a world-class team committed to building trust online. Our competitive advantage is, and always will be, our people.

Position Summary:

Reporting to the Manager of Customer Accounts, the Scale Customer Success Manager is responsible for ensuring Trulioo's SME and Enterprise customer-base is successful and growing. You’ll take this unique opportunity to engage with high profile customers in the Payments, e-Commerce, Finserv, and Technology verticals. You’ll be relied upon for your entrepreneurial nature, collaborative style, and ability to grow existing customer engagement and revenue by aligning customer needs, product capabilities, and use case fit. If you believe in creating unique customer experiences that consistently exceed expectations, we want to hear from you.

Primary Duties and Responsibilities:

  • Create and build relationships with existing customers to drive revenues and increase customer loyalty
  • Build, manage and nurture your portfolio of accounts
  • Monitor usage, volume and adoption of Trulioo products for a scaled customer-base. Ability to devise and execute 1:many engagement programs
  • Successfully deliver the Trulioo Account Management playbook while creating unique and appropriate interactions with your customers
  • Identify customers at risk and work on re-engagement plans to help ensure adoption and renewal
  • Educate customers on all resources available to them in an effort to increase Trulioo’s value proposition
  • Consistently communicate with decision-makers to understand their identity verification needs and business requirements
  • Coordinate and perform product demos as required
  • Manage multiple business units/opportunities within the same organization, with potentially different use-cases for each
  • Respond timely to inquiries and proactively seek new business opportunities
  • Maintain communication and coordination with Sales, Marketing, Support, Product and executive team members
  • Maintain up to date records in Sales CRM; provide ongoing feedback on system use and opportunities for efficiencies.

Key/Technical Skills:

  • A willingness to learn
  • Proven team player
  • Exceptional verbal and written communication skills to successfully articulate technical product specifications and product value propositions
  • Excellent presentation skills for both external and internal audiences
  • Strong business and technical aptitude with a proven ability to quickly learn new technologies
  • Superior relationship building and interpersonal skills
  • Self-motivated, confident, competitive, detailed-oriented, and big appetite for high achievement

Education and Experience:

  • Post-Secondary Degree or combination of desired experience and education
  • 1-2 years of previous experience in a software customer success or account management role, preferably B2B within a tech startup environment

Working at Trulioo

A great place to work! Trulioo offers a fast-paced, dynamic, inclusive work environment where all employees have an impact. 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. At Trulioo, we truly believe “everyone is someone” and we invite you to join our mission and celebrate the positive change we are making in the world.

Trulioo offers competitive compensation and extended benefits package including dental, vacation and learning opportunities and programs. We value our employees and have created a flexible and friendly work environment where everyone can succeed and grow with the company! We are team-driven, collaborative, and accountable to one another.

Trulioo is a growing company and while we thank everyone in advance for considering us, only those who are being considered will be contacted. For this position, you need to be legally authorized to work in Canada. We collect your full name, email address, phone number, and home address for the purpose of reviewing your application and establishing a possible employment relationship with you.

Customer Service and Support