Senior Customer Success Manager

Role Purpose: 

The Senior Customer Success Manager will own a portfolio of enterprise and mid-market accounts across EMEA. This is not a relationship management role — it is a value consulting role. You will bring deep expertise in fraud, identity, and compliance to help customers design optimal identity strategies and realize measurable risk reduction outcomes. You will be expected to understand your customers’ business deeply, make the value Jumio delivers visible and quantifiable, and act as the connective tissue between the value that was promised during the sale and the value the customer achieves.

You will work closely with Account Managers on renewal and expansion, with the implementation team during the critical customer onboarding and adoption stages, and with Product and Support to close the loop on customer feedback. You will be a named owner of customer health — accountable for knowing which accounts are at risk, why, and what you are doing about it.

This role is well-suited to someone who is commercially-minded, data-fluent, and energized by the complexity of enterprise customer relationships. You will be joining at a moment of intentional transformation — there is a significant opportunity to shape how Jumio’s customer success motion operates going forward.

Responsibilities:Customer Health & Retention

• Own the health of a portfolio of EMEA enterprise and mid-market accounts — you are accountable for knowing which are green, yellow, or red and why
• Monitor customer health signals continuously: product utilization, support ticket trends, NPS, executive engagement, and contract consumption pace
• Identify early warning signs of dissatisfaction or disengagement before they surface as churn risk — act on health score drops immediately, don’t wait for the customer to raise the issue
• Own escalation when product gaps or recurring issues are impacting customer outcomes — and close the feedback loop by communicating back to the customer what Jumio is doing
• Ensure open support issues are resolved to the customer’s satisfaction and that unresolved issues never reach a renewal conversation

Fraud & Compliance Advisory

• Serve as a subject matter expert on fraud, identity verification, AML, and digital risk management for your customer portfolio
• Advise customer risk and fraud teams on emerging fraud vectors, industry best practices, and regulatory developments relevant to their business
• Evaluate customer risk profiles and provide expert recommendations on verification workflow optimization, risk mitigation, and user friction tradeoffs
• Identify compliance and regulatory hurdles that may impact product adoption and coordinate with internal teams to resolve them.

Value Realization & ROI

• Confirm customers are seeing the outcomes they expected — pass rates, conversion improvement, fraud reduction, compliance — and make that value visible and quantifiable
• Own the business outcomes scorecard for each account: track the metrics that matter to the customer and report on them proactively
• Prepare and lead regular business reviews (EBRs) that drive decisions — not just report on usage
• Connect Jumio’s performance back to the customer’s original business goals and make the ROI case clearly before the AM enters a commercial conversation
• Address gaps between what was promised during the sale and what the customer is experiencing — proactively, not reactive

Adoption & Platform Success

• Monitor feature adoption — ensure customers are using everything they paid for and that underutilized capabilities are proactively introduced
• Train new users as the customer’s team grows or changes, and keep the customer current on new features and product updates relevant to their use case
• Build a joint success plan aligned to the customer’s evolving business goals — a living document, not a one-time exercise
• Partner with the cross-functional teams during the post-go-live period to ensure customers reach full adoption

Relationships & Executive Engagement

• Build and maintain multi-threaded relationships across the customer organization — not just the day-to-day contact
• Expand relationships to business leaders and executives: a single-threaded account is a renewal risk
• Identify and nurture champions within each account who will advocate for Jumio internally
• Invite engaged customers into the Jumio community — user groups, advisory boards, reference programs

Expansion & Commercial Partnership

• Spot signals that a customer is ready for more — new use cases, new geographies, increased volume, new compliance requirements
• Surface expansion opportunities to the Account Manager with a clear business case grounded in the customer’s current deployment and proven value
• Support the AM in building the commercial case for expansion — you have the customer relationship and the data; the AM has the commercial motion
• Identify satisfied customers who could become references, case studies, or advisory board members

Skills, Experience and Qualifications:

• Multiple years of practitioner experience in Fraud, Identity, AML, or Digital Risk Management — you have worked inside a fraud or compliance function, not just sold to one
• Strong consultative and analytical thinking with a focus on risk strategy and workflow design
• Ability to distill complex fraud and compliance concepts into clear, value-driven narratives for executive stakeholders
• Proven track record managing enterprise accounts with $500K+ ARR — you have owned renewal conversations and have GRR/NRR data to support your candidacy
• Demonstrated ability to conduct executive-level business reviews that drive outcomes, not just report activity
• Experience building and maintaining customer health frameworks and success plans
• Commercial acumen: you understand the connection between customer health and revenue, and you can have credible conversations with economic buyers
• Data fluency: you are comfortable working with product usage data, building ROI narratives, and using a CS platform (Planhat, Gainsight, Totango, or equivalent)
• Strong communication and executive presence — you are as comfortable presenting to the C-Suite as you are troubleshooting with a technical team
  Proactive by nature: you identify risks before customers do and you act without waiting to be asked

Preferred Qualifications:

• Familiarity with API-based or technically complex SaaS products — you do not need to be an engineer, but you need to be comfortable in technical conversations
• Experience working in a PE-backed or high-growth transformation environment
• Prior experience building or contributing to CS playbooks, health score models, or QBR frameworks

What Success Looks Like:

In your first 90 days:

• You have a clear health rating for every account in your portfolio and a plan for every yellow and red account
• You have met the key stakeholders at each account and established a regular operating cadence
• You understand the business outcomes each customer is trying to achieve and whether Jumio is delivering them
• You have identified the top 3 accounts at renewal risk and have an active plan in place

By end of year one:

• GRR across your portfolio is at or above target
• Every account has a current success plan, a health score, and an EBR cadence
• You have surfaced expansion opportunities to the AM team with qualified business cases
• Customer satisfaction scores across your portfolio are trending upward

Compensation:

We offer an annual full-time salary (38.5 hr week) of min 80,000 EUR gross, with a possible overpayment depending on qualifications and experience.