Article 4 min

Advancing your career — Inside the Customer Success Department at Trulioo

Inside the Customer Success Department at Trulioo

February 17, 2021  

Customer success professionals help strengthen business relationships with customers, make sure that customers receive the support they need, communicate product and feature updates, and provide valuable insights for their business. However, before taking a customer-first strategy, it’s equally important to apply a people-first strategy and that’s why we’re highlighting some of the people who help make Trulioo a success.

How valued you feel in your customer success role and the impact you make on the business can vary greatly. More often than not, this comes down to company culture. Culture can be difficult to describe, so instead, we decided that we’d show the Trulioo culture to potential applicants.

That’s why we’re producing a series of videos featuring some of our employees to give you a first-hand impression of what it’s like to work at Trulioo. This blog features Marc Coderre, Manager, Customer Success, who offers his personal take on the work environment at Trulioo.

Tell us about yourself and your role at Trulioo

I’ve spent the past 10 years in client services and management roles across the not-for-profit, advertising and technology sectors. I am a keen traveler and have been lucky to live and work across the world. In my role at Trulioo I lead the Customer Success Management team for our Americas and Asia-Pacific regions.

How has your career progressed since joining Trulioo?

Trulioo is about the opportunities and the learning experiences you get. Since I already came in as a manager, I’ve really been focused on growing and scaling our Customer Success Management team. There is an endless set of projects to work on during this exciting growth phase and I love giving my team the ability to take on and lead projects of their own.

What makes Trulioo an exciting place to work?

I’m excited about the openness to learn and try new things here. If you have a great idea and plan, you are handed the keys to make it happen! Customer Success is the lifeblood of Trulioo by its very nature. End of the day, we’re there to ensure our customers are successful and happy.

What can applicants expect to experience at different stages in the interview process?

We have a four-step process: a mixture of one-to-one interviews, written assignments and mock presentations. The goal is to give the candidate exposure to the day-to-day experiences each Customer Success Manager encounters.

What is it like to work on the team?

It’s really about understanding what the customer wants, knowing what the technology can deliver and combining the two. Helping the customer achieve what they want through the technology is the end goal. It’s having a business mindset, really listening to the customer and helping them achieve their business goals. By working together, we all become better at what we do and it makes it that much more interesting.

How do the leaders on your team support employee development?

I’m a big believer in allowing people to chase their passions and career goals. We’re a collaborative team and we help each other learn—not only about Trulioo, but the industry as well. There is such a great atmosphere of peer-to-peer learning; everyone is keen to see their team members succeed!

I love when a team member comes up with a new idea, pursues it and executes on it. That helps the team, improves our processes and gives that person the ability to build leadership skills. Besides providing learning moments, we have a fantastic education program that offers $1,000 towards any educational initiative. The key is to take advantage of it!

How crucial is the team to the growth of the whole company?

Growth is intertwined within our team and also my position. We are increasing our team’s size by 50% throughout 2021. I’m excited about our ability to offer our customers more in-depth and customized experiences!

What is your team’s goal?

Our primary goal is to become the most trusted identity verification partner to the right customers.

Advance your career today

Thanks, Marc, for your answers! At Trulioo, we’re on a mission to verify the globe. Our identity service helps companies transform their operations and improves people’s lives. If you’re interested in a career at Trulioo, please visit our Careers page.