Note: The job is a remote job and is open to candidates in USA. Jumio Corporation is a B2B technology company dedicated to eradicating online identity fraud, and they are seeking a Senior Customer Success Manager to own a portfolio of enterprise and mid-market customers. This role is responsible for driving customer health, retention, and adoption by understanding customer business goals and proactively identifying risks.
Responsibilities
- Own the health of a portfolio of enterprise and mid-market accounts across North America, including clear visibility into green, yellow, and red accounts
- Monitor customer health signals such as product utilization, support trends, NPS, executive engagement, and contract consumption pace
- Identify early warning signs of dissatisfaction, underutilization, or disengagement and proactively develop action plans to mitigate churn risk
- Build and maintain success plans aligned to each customer’s business goals, ensuring they remain current as customer needs evolve
- Track and communicate business outcomes, including pass rates, conversion improvement, fraud reduction, compliance impact, and overall ROI
- Prepare and lead regular business reviews that drive decisions, reinforce Jumio’s value, and support renewal and expansion readiness
- Partner with Account Managers on renewal and expansion opportunities by providing customer insight, value narratives, and data-backed business cases
- Partner with Onboarding and Implementation Managers during post-go-live transition to ensure customers reach full adoption
- Ensure customers are using the products and features they purchased, and proactively introduce underutilized capabilities where relevant
- Train new users as customer teams grow or change, and keep customers informed on relevant product updates and new functionality
- Build multi-threaded relationships across customer organizations, including executive stakeholders, business leaders, day-to-day users, and technical teams
- Identify and nurture customer champions who can advocate for Jumio internally and participate in references, case studies, advisory boards, or user groups
- Own customer escalations when product gaps, unresolved support issues, or recurring concerns impact customer outcomes
- Partner with Product and Support to close the loop on customer feedback and ensure customers understand what actions Jumio is taking
- Maintain accurate customer health, risk, adoption, and engagement information within Jumio’s Customer Success tools and internal systems
Skills
- 7+ years of Customer Success experience within a B2B SaaS environment
- Proven experience managing enterprise accounts with $500K+ ARR
- Demonstrated track record owning customer health, retention, renewals, and customer outcome management
- Experience conducting executive-level business reviews that focus on outcomes, ROI, and strategic decision-making
- Strong commercial acumen with the ability to connect customer health, adoption, and value realization to revenue retention and expansion
- High level of data fluency, including experience using product usage data, customer health metrics, and ROI narratives to drive action
- Experience building and maintaining customer success plans, health frameworks, and account-level risk mitigation plans
- Strong communication and executive presence, with the ability to engage C-suite stakeholders, business leaders, technical teams, and day-to-day users
- Proactive, ownership-oriented approach with the ability to identify and address risks before they become customer escalations or renewal issues
- Experience in identity verification, KYC/AML, fraud prevention, fintech, regtech, or a related industry
- Familiarity with API-based or technically complex SaaS products
- Experience using Customer Success platforms such as Planhat, Gainsight, Totango, or similar tools
- Experience working in a PE-backed, high-growth, or transformation-oriented environment
- Prior experience helping build Customer Success playbooks, QBR frameworks, health score models, or customer value realization processes
Benefits
- Commission
- Medical and dental insurance health and wellness
- Peer recognition
- Flexible time off
- 401K match
Company Overview