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Jumio is seeking a Senior Customer Success Manager to own a portfolio of enterprise and mid-market accounts across APAC. This is a value consulting role focused on helping customers design optimal identity verification and fraud prevention strategies while realizing measurable risk reduction outcomes.
You will be accountable for customer health across your portfolio, monitoring utilization, support trends, NPS, and engagement signals to identify and act on churn risks proactively. You will serve as a subject matter expert in fraud, identity verification, AML, and digital risk management, advising customer risk and compliance teams on emerging fraud vectors, regulatory developments, and workflow optimization.
Key responsibilities include:
**Customer Health & Retention**: Own account health ratings (green/yellow/red), monitor continuous health signals, identify early warning signs of dissatisfaction, escalate product gaps, and ensure support issues are resolved before renewal conversations.
**Fraud & Compliance Advisory**: Provide expert guidance on fraud vectors, industry best practices, and regulatory developments. Evaluate customer risk profiles and recommend verification workflow optimization and risk mitigation strategies.
**Value Realization & ROI**: Confirm customers are achieving expected outcomes (pass rates, conversion improvement, fraud reduction, compliance). Own business outcomes scorecards, lead executive business reviews (EBRs) that drive decisions, and connect Jumio's performance to customer business goals.
**Adoption & Platform Success**: Monitor feature adoption, train new users, keep customers current on product updates, build joint success plans aligned to evolving business goals, and partner with cross-functional teams during post-go-live periods.
**Relationships & Executive Engagement**: Build multi-threaded relationships across customer organizations, expand to business leaders and executives, identify and nurture internal champions, and invite engaged customers into the Jumio community.
**Expansion & Commercial Partnership**: Spot signals for expansion (new use cases, geographies, volume, compliance requirements), surface opportunities to Account Managers with clear business cases, and identify reference and case study candidates.
Success metrics include achieving target GRR across your portfolio, establishing health scores and EBR cadences for all accounts, surfacing qualified expansion opportunities, and driving upward customer satisfaction trends.
**Requirements**:
- Multiple years of practitioner experience in Fraud, Identity, AML, or Digital Risk Management (hands-on work inside a fraud or compliance function, not just sales experience)
- Strong consultative and analytical thinking focused on risk strategy and workflow design
- Ability to distill complex fraud and compliance concepts into clear, value-driven narratives for executives
- Proven track record managing enterprise accounts with $500K+ ARR, including ownership of renewal conversations and demonstrated GRR/NRR performance
- Demonstrated ability to conduct executive-level business reviews that drive outcomes
- Experience building and maintaining customer health frameworks and success plans
- Commercial acumen and understanding of the connection between customer health and revenue
- Data fluency with product usage data, ROI narrative building, and CS platforms (Planhat, Gainsight, Totango, or equivalent)
- Strong communication and executive presence
- Proactive by nature, identifying risks before customers do
- Bilingual in Mandarin and English
**Preferred Qualifications**:
- Familiarity with API-based or technically complex SaaS products
- Experience in PE-backed or high-growth transformation environments
- Prior experience building CS playbooks, health score models, or QBR frameworks
