Strategic Customer Success Manager (Fully Remote)

Trulioo; United States; Remote; USD 140,000 - 190,000; Full time

Benefits offered by this job

Health insurance

Dental insurance

Vision insurance

Retirement plan with company match

PTO (paid time off)

Parental leave

Wellness workshops

Headspace access

Annual education & training stipend

Job summary

Trulioo is seeking a seasoned Customer Success professional to own and execute strategic account plans for our top enterprise clients in a fully remote role. You will serve as a trusted advisor, bridging customer needs with product capabilities and evolving use cases across a global customer base.

You will lead complex escalations, drive product adoption, and influence roadmap strategy as the voice of the customer, while mentoring the CSM team and leveraging AI tools to analyze usage trends and

Qualifications

• 7+ years of customer success or account management experience in B2B SaaS.
• Strong executive presence and exceptional communication skills.
• Expertise in identity, KYC, fraud prevention, with fluency in AI tools for account management.

Responsibilities

• Own creation and execution of customer success plans for high-profile accounts.
• Lead complex escalations and influence roadmap strategy as the voice of the customer.
• Mentor the CSM team and use AI to analyze usage trends, prepare QBRs, and improve workflows.

Skills

Customer success

Executive presence

Account management

B2B SaaS

AI tools

Tools

AI tools

Job description

• Reporting to the Director, Customer Success, this remote role drives customer health, revenue growth, and expansion for Trulioo's top enterprise clients.
• You will act as a trusted advisor and strategic partner, bridging customer needs, product capabilities, and evolving use cases.

What You'll Do:

• Own the creation and execution of customer success plans, serving as the primary contact for high-profile accounts.
• Lead complex escalations, drive product adoption, and influence roadmap strategy as the voice of the customer.
• Mentor the CSM team and use AI to analyze usage trends, prepare QBRs, and improve workflows.

What You'll Bring:

• 7+ years of customer success or account management experience in B2B SaaS, ideally in fintech, compliance, or e-commerce.
• Strong executive presence, exceptional communication, and ability to manage multi-million-dollar enterprise accounts.
• Expertise in identity, KYC, fraud prevention, and a working fluency in AI tools for account management.
• Comprehensive benefits including health, dental, vision, retirement plans with company match, PTO, and parental leave.
• Flexible remote work with access to wellness workshops, Headspace, and an annual education & training stipend.

Trulioo

Trulioo is a global leader in digital identity verification, enabling businesses to onboard customers, reduce costs, and fight fraud by verifying over 5 billion people and 700 million business entities across 195 countries. Headquartered in Vancouver with offices in San Diego and Dublin, Trulioo is a people-first company recognized as a BC Top Employer, fostering a collaborative and inclusive culture.