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Core Competencies
Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Demonstrates expertise in customer success management, with a strong focus on strategic relationship building, driving product adoption, and leveraging AI to enhance workflows. Proven ability to manage enterprise-level accounts and lead cross-functional initiatives that impact revenue growth and customer satisfaction.
Highest-signal resume keywords
Customer Success ManagementStakeholder ManagementAI Workflow IntegrationStrategic Relationship DevelopmentCompliance Expertise
ATS Keywords
Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills
Customer EngagementData AnalysisAccount ManagementSaaS ExpansionPresentation SkillsNegotiation SkillsKYC ExpertiseFraud PreventionExcel ProficiencyBI Tools
Soft Skills
High Achievement OrientationStrong Work EthicResponsivenessCustomer-First MindsetExceptional Communication Skills
Tools & Technologies
AI ToolsCustomer Success PlatformsData Visualization Tools
Industry Keywords
ComplianceFintechFinancial ServicesE-CommerceAML/KYC
About the role
Key responsibilities & impact- Serve as the primary contact for Trulioo's largest customers
- Own day-to-day customer engagement and create and execute customer success plans
- Lead high-stakes customer engagements and independently resolve complex challenges and escalations
- Ensure customer and internal stakeholders remain aligned and well briefed
- Drive adoption of Trulioo's full product suite
- Achieve high NPS and customer satisfaction
- Represent the voice of the customer to influence product roadmap and strategy
- Plan long-term expansion and own upsell initiatives across customer deployments
- Mentor and advise the CSM team
- Serve as a trusted internal and external brand ambassador
- Leverage AI and emerging technologies to improve productivity, streamline workflows, and identify continuous-improvement opportunities
- Use AI to analyze usage trends and customer health data and prepare account plans and QBR materials
- Verify AI outputs against source data before sharing with customers
- Share effective AI workflows with the CSM team
- Partner with peers and senior executives across Trulioo and customer organizations to drive outcomes, adoption, revenue growth, and company direction
- Support complex cross-functional projects with significant impact on Trulioo's growth and long-term success
- Report to the Director, Customer Success
Requirements
What you’ll need- Post-secondary degree or equivalent combination of education and experience
- 7+ years of customer success, account management, or related B2B SaaS experience
- Experience ideally in compliance, fintech, financial services, or e-commerce
- Proven ability to develop strategic customer relationships and become a trusted advisor
- Strong stakeholder management skills across customer and internal executive teams
- Exceptional presentation, negotiation, and communication skills across executive and technical audiences
- Ability to deliver external presentations and webinars
- High achievement orientation, strong work ethic, responsiveness, and customer-first mindset
- Proven track record managing multi-million-dollar enterprise customers and driving adoption, retention, and revenue growth
- Demonstrated success in complex SaaS expansion and executive-level relationships
- Experience leading cross-functional strategic initiatives with measurable impact on company direction and revenue
- Strong identity and compliance expertise, including onboarding, KYC, fraud prevention, and user experience
- Industry experience in compliance, identity, fintech, AML/KYC, or other financial and regulatory environments
- Proficiency analyzing data and translating insights into business outcomes
- Experience with Excel or BI tools
- Working fluency using AI in account management workflows, with repeatable processes and output verification
- Experience introducing shared AI workflows or templates used by other team members
- Sound judgment regarding confidential customer data and appropriate AI use
Benefits
Comp & perks- Health, dental, and vision coverage
- Retirement plans with company match
- Paid time off
- Parental leave
- Annual education and training stipend equivalent to $1,000 in local currency
- Flexible hybrid working environment
- Weekly lunches
- Quality coffee
- Regular social events
- Parent rooms at many locations
- On-site gyms at many locations
- Comfortable lounges and adaptable workstations at many locations
- Wellness workshops and events
- Complimentary Headspace subscription
- Employee Resource Groups