SaaS Customer Success Consultant
RemoteCosta Rica
Job Summary
Act as the primary operational point of contact for a portfolio of premium customers, leading engagements from onboarding through adoption and strategic consulting. Deliver fraud analysis, operational reviews, and issue resolution while identifying root causes and providing data-driven recommendations. Develop success strategies to drive product utilization and monitor adoption trends to maintain executive-level relationships. Collaborate with Sales and Product teams to communicate feedback, influence innovations, and identify expansion opportunities for revenue growth. Manage cross-functional projects ensuring stakeholder alignment and desired outcomes are achieved.
Required Qualifications
- Bachelor's degree in Business, Finance, Computer Science, or a related field, or equivalent professional experience
- 5+ years of experience in consulting, customer success, project management, implementation management, fraud management, or related customer-facing roles
- Demonstrated ability to identify customer opportunities and challenges and develop strategic recommendations that drive measurable outcomes
- Strong customer relationship management, stakeholder engagement, and consultative problem-solving skills
- Experience managing multiple priorities and projects in a fast-paced environment while balancing strategic thinking with execution
- Exceptional analytical and quantitative skills with the ability to translate complex data into actionable business recommendations
- Ability to communicate complex ideas effectively, both verbally and in writing, to all levels of an organization
- Ability to work independently in a remote environment and make decisions guided by established policies, procedures, and business objectives
- Flexibility to support customers across multiple time zones, including occasional travel and participation in on-call rotations
- Consultancy and Customer Success experience
- Fraud management or identity and access management experience
- Exposure to the financial services or insurance industries
- Knowledge of TransUnion's fraud and identity product and services
Desired Qualifications
- Fluency in Spanish, Portuguese
- Working knowledge of JSON, Tableau, Looker and/or Databricks
- Advanced proficiency in Microsoft Excel, Word, and PowerPoint for analysis, reporting, presentations, and customer communications
- Ability to analyze operational, fraud, and customer data to develop insights and recommendations
- Experience managing customer projects, implementations, and customer success initiatives using structured methodologies
- Strong understanding of SaaS platforms, customer adoption strategies, and customer lifecycle management
- Ability to effectively utilize collaboration and communication technologies in a remote work environment
- Customer Success or Management Consulting experience
- Fraud management, fraud prevention, identity verification, or identity and access management experience
- Experience supporting customers within the financial services or insurance industries
- Knowledge of TransUnion's Fraud and Identity solutions and services
- Fluency in Spanish and/or Portuguese
- Working knowledge of JSON, Tableau, Looker, Databricks, and Salesforce
- Experience translating customer feedback into product enhancement recommendations
- Experience partnering with Sales teams to identify growth and expansion opportunities
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