Senior Customer Success Manager

Position summary

Work arrangement

• Full-time, permanent role based out of the Vancouver office on a hybrid model, with three days per week in-office.
• Candidates outside commuting distance may be considered for a fully remote arrangement within Canada.

What you will do

• Drive net revenue retention by identifying, pipelining, and closing upsell and cross-sell opportunities within a dedicated book of business.
• Lead renewals, amendments, and add-ons, securing favorable terms and maximizing account value.
• Build strategic relationships with major North American companies and engage C-suite decision-makers to identify needs and recommend products or higher service levels.
• Manage multiple stakeholders and business units, adapting between executive and technical contacts.
• Analyze product performance and optimization opportunities; partner with Sales, Marketing, Support, Product, and executives to represent customers and shape the product roadmap.
• Use AI and emerging technologies to improve productivity, streamline workflows, and support continuous improvement with responsible, secure, and compliant use.
• Use AI to analyze product usage and prepare quarterly business review and renewal materials; check outputs against source data and share effective workflows with the Customer Success team.

What you will bring

• Post-secondary degree or an equivalent combination of education and experience.
• At least five years of relevant experience.

About Trulioo

Benefits and culture

• Benefits for full-time permanent employees include health, dental, and vision coverage, retirement plans with company match, paid time off, parental leave, and an annual education and training stipend equivalent to $1,000 in local currency; details may vary by location.
• The company describes flexible hybrid work, wellness resources, employee resource groups, and a collaborative workplace.