Mid-Market Customer Success Manager

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. 

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: Health, dental, vision, retirement plans with company match, PTO, parental leave and an education & training fund ($1,000 local currency annually). Benefits vary by geography and will be discussed in more depth during the interview process.
• Flexible Hybrid Working Environment: Our offices provide weekly lunches, delicious coffee and frequent social events. Dedicated parent rooms, gyms (in some locations), lounge spaces and flexible workstations create an environment that supports your well-being.
• Wellness: We provide a variety of workshops, wellness events and a free subscription to the Headspace app to help our team members perform at their best.
• 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. 

Primary Duties and Responsibilities:

• Create and build strategic relationships with the most innovative companies across EMEA to drive revenue growth and increase customer loyalty and product adoption
• Consistently communicate with decision-makers to understand their identity verification needs and business requirements
• 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
• Navigate and negotiate contract changes, amendments and add ons
• 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 Catalyst
• Manage multiple stakeholders (internal and external) while easily pivoting from a c-suite to a technical contact
• Ability to work within a hybrid work environment with a minimum of three days in office in Dublin city centre

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 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