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Salary: EUR 80,000 - 0 / annual
Jumio is seeking a Senior Customer Success Manager to own a portfolio of enterprise and mid-market accounts across EMEA. This is a value consulting role, not transactional relationship management. You will bring deep expertise in fraud, identity verification, AML, and digital risk management to help customers design optimal identity strategies and achieve measurable risk reduction outcomes.
Key Responsibilities:
Customer Health & Retention: Own the health of your EMEA enterprise and mid-market account portfolio. Monitor health signals continuously (product utilization, support trends, NPS, executive engagement, contract consumption). Identify early warning signs of dissatisfaction before they surface as churn risk. Own escalations when product gaps impact customer outcomes and close the feedback loop. Ensure open support issues are resolved before renewal conversations.
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. Evaluate customer risk profiles and provide recommendations on workflow optimization and risk mitigation. Identify compliance and regulatory hurdles impacting adoption and coordinate internal resolution.
Value Realization & ROI: Confirm customers are seeing expected outcomes (pass rates, conversion improvement, fraud reduction, compliance) and make value visible and quantifiable. Own the business outcomes scorecard for each account. Prepare and lead executive business reviews (EBRs) that drive decisions. Connect Jumio's performance back to original business goals and make the ROI case before commercial conversations. Address gaps between promised and experienced value proactively.
Adoption & Platform Success: Monitor feature adoption and ensure customers use everything they paid for. Train new users and keep customers current on relevant features and updates. Build joint success plans aligned to evolving business goals. Partner with cross-functional teams during post-go-live to ensure full adoption.
Relationships & Executive Engagement: Build multi-threaded relationships across customer organizations. Expand relationships to business leaders and executives. Identify and nurture internal champions. Invite engaged customers into the Jumio community (user groups, advisory boards, reference programs).
Expansion & Commercial Partnership: Spot signals of expansion readiness (new use cases, geographies, volume, compliance requirements). Surface expansion opportunities to Account Managers with clear business cases. Support AMs in building commercial cases. Identify satisfied customers for references, case studies, or advisory boards.
Success Metrics (90 days): Clear health rating for every account with plans for yellow/red accounts. Met key stakeholders and established regular operating cadence. Understand business outcomes and whether Jumio delivers them. Identified top 3 renewal-risk accounts with active plans.
Success Metrics (Year 1): GRR at or above target. Every account has current success plan, health score, and EBR cadence. Surfaced expansion opportunities with qualified business cases. Customer satisfaction trending upward.
Requirements:
- Multiple years of practitioner experience in Fraud, Identity, AML, or Digital Risk Management (worked inside a fraud or compliance function, not just sold to one)
- Strong consultative and analytical thinking with focus 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; owned renewal conversations with GRR/NRR data to support candidacy
- Demonstrated ability to conduct executive-level business reviews that drive outcomes
- Experience building and maintaining customer health frameworks and success plans
- Commercial acumen: understand connection between customer health and revenue; credible conversations with economic buyers
- Data fluency: comfortable with product usage data, building ROI narratives, and using CS platforms (Planhat, Gainsight, Totango, or equivalent)
- Strong communication and executive presence; comfortable presenting to C-Suite and troubleshooting with technical teams
- Proactive by nature: identify risks before customers do; act without waiting to be asked
Preferred Qualifications:
- Familiarity with API-based or technically complex SaaS products
- Experience in PE-backed or high-growth transformation environments
- Prior experience building or contributing to CS playbooks, health score models, or QBR frameworks
