Role Summary & Impact Statement:

As a Senior Client Success Manager, you are the strategic lead for our most complex and high-value lending accounts. You will leverage 5+ years of experience in Fintech or Auto Lending to ensure clients are not just "using" Trust Science, but are fully integrated and seeing measurable ROI in their credit decisioning. You are a consultant, a data storyteller, and a primary driver of retention and expansion within the Trust Science ecosystem. You possess the professional gravitas and 'Executive Presence' to challenge client assumptions and act as a peer to C-Suite stakeholders, moving the relationship from 'vendor' to 'indispensable business partner.

Key Responsibilities

Ownership Responsibilities

- Strategic Account Leadership: Own a portfolio of Tier-1 and Tier-2 accounts, serving as the primary point of contact for executive stakeholders.
- Value Realization: Conduct deep-dive performance audits to show how Trust Science scores are improving the client’s Gini coefficient, KS-statistic, or loss-ratio metrics.
- Retention & Expansion: Drive a Gross Retention Rate (GRR) of 95%+ and identify expansion opportunities to push Net Retention (NRR) above 110%.
- Cross-Functional Advocacy: Work closely with Product and Data Science to translate complex client needs into the product roadmap.
- Strategic Advisor & Roadmap Alignment: Proactively consult with clients on their broader business goals (e.g., expanding into new credit tiers or geographic regions) and position Trust Science as the technical engine for that growth.

Support Responsibilities

- Operational Agility & "Startup Scrappiness": Proactively manage "last-mile" tasks required for account health, including detailed data research, billing reconciliations, and contract auditing. As a lean team, you must be willing to "roll up your sleeves" to tackle tedious or administrative hurdles—from troubleshooting API logs to manual reporting—ensuring nothing stands in the way of a seamless client experience.
- Renewals & Account Strategy: Lead the renewal lifecycle for Tier-1 accounts; partner with Sales to identify white-space opportunities and develop tailored expansion strategies based on historical usage and ROI.
- Performance Reporting & Advocacy:



Develop deep-dive performance narratives for Quarterly Business Reviews (QBRs); collaborate with Marketing to transform client success stories into formal case studies, testimonials, and referral programs.

Key Metrics for Success

Revenue & Retention (Primary)

- Net Revenue Retention (NRR): >110%
- Quarterly Business Review (QBR) Completion: 100% for Tier-1 accounts.
- Advocacy: Securing at least 2 formal case studies or referrals per year.

Competencies & Skills

- 5+ years in a CSM or Account Management role (Fintech/Auto Finance experience required).
- Executive Presence: Proven ability to command a room and influence C-level decision-makers.
- Analytical Fluency: Ability to interpret credit risk models and ROI data to build a compelling business case.
- Strategic Communication: Master of "Consultative Selling"—identifying needs and positioning solutions without being "salesy."
- Warmth & Grit: A unique blend of high-touch empathy and the "startup grit" to handle tedious operational tasks without ego.

Team Collaboration & Reporting

- Works closely with: Product Management, Engineering, Data Analytics, Sales
- Reports progress to: Director, Client Success

Internal Stakeholders: Sales, Product, Engineering (IT Operations, Score Platform, Credit Bureau) Data Analytics, Security and Privacy, Finance / Growth

External Stakeholders: Customers, Channel Partners, Data Providers

Work Environment & Flexibility:

- Work Setup: Remote, Toronto/GTA strongly preferred

In-Office Expectations: flexibility to travel to Customer in office visits and/or Sales conferences

Key Role Expectations at Trust Science:

- Ownership & Accountability: Takes full responsibility for assigned tasks and outcomes.
- Collaboration: Works effectively with cross-functional teams, engaging stakeholders proactively.
- Problem-Solving:



Identifies issues and solutions proactively.
- Execution: Maintains focus on quarterly OKRs /“Rocks” and measurable KPIs.
- Relationship Authority: Has the confidence to lead meetings, push back on unrealistic client demands when necessary, and provide 'Tough Love' advice that serves the client’s long-term success.

Values & Culture Fit

At Trust Science, you exemplify our core values:

- Positive Impact – You care about customers, colleagues, and the community, striving to make a meaningful difference.
- Integrity – You take responsibility for your work, follow through on commitments, and ensure consistency and trust.
- Learning – You embrace curiosity, seek feedback, and continuously grow through shared knowledge and innovation.
- Courage – You challenge the status quo, take calculated risks, and push through discomfort to drive meaningful change.
- Teamwork – You collaborate with respect, trust your peers, and leverage diverse perspectives to achieve more together.

You thrive in our fast-paced, mission-driven workplace, contributing to our success through trust, innovation, and accountability.

Why Join Trust Science

Shape the future

Play a meaningful role in building a company that is changing how credit is assessed and how financial risk is understood.

Grow with us

As we scale, your scope, ownership, and career trajectory will grow as well.

Mission-driven culture

Work with a team passionate about improving access to credit and financial inclusion.

Impactful work

As a growing company, we’re building a modern credit intelligence platform that blends data science, alternative data, and explainable AI to transform how credit decisions are made.

About Trust Science®

Trust Science® is a mission-driven fintech company advancing financial inclusion through AI-powered credit scoring and decisioning. Our platform enables lenders to find, assess, and approve more good borrowers—especially those underserved by traditional credit systems.

We believe: Better Data = Better Decisions = Better Outcomes.

Experience:

- CSM or Account Management in Fintech/Auto Finance: 5 years (required)

Work Location: Hybrid remote in Toronto, ON (Toronto District)

📌 Senior Client Success Manager (Canada)
🏢 Trust Science
📍 Canada