Customer Success Manager

🔥 13 hours ago

🌐 Austria, United Kingdom – Remote

🇦🇹 Austria – Remote 🇬🇧 United Kingdom – Remote

💵 €80k / year

⏰ Full Time

🟡 Mid-level

🟠 Senior

🏆 Customer Success

👻 Ghost score 10%

What it means: how likely this posting is sitting open without active hiring.How to read it: 60% or higher means we think this is a ghost. Lower scores are less of a worry.How we score it: age, reposts, open roles vs team size, how fast jobs close, and whether pay is listed.Fine print: an estimate from public data, not a judgment of the company. Real jobs can score high, so treat it as a hint, not a fact.

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Jumio Corporation

WebsiteLinkedInAll Job Openings

201 - 500 employees

Founded 2010

💼 Consulting

🏥 Healthcare

📦 Logistics

Consulting • Healthcare • Logistics

Jumio Corporation is a global leader in AI-driven identity verification solutions that help businesses onboard new customers quickly while keeping fraudsters out. With a platform trusted by leading brands worldwide, Jumio processes over 1 billion transactions and supports more than 5,000 ID types across 200 countries and territories. It uses advanced AI and machine learning models to provide predictive fraud insights, ensuring compliance with AML requirements and enabling seamless user experiences. Jumio offers solutions in various industries like financial services, healthcare, gaming, and more, allowing businesses to prevent fraud and protect their reputation.

📋 Description

• Own the health of a portfolio of EMEA enterprise and mid-market accounts • Monitor product utilization, support ticket trends, NPS, executive engagement, and contract consumption pace • Identify early warning signs of dissatisfaction, disengagement, and churn risk • Own escalations involving product gaps or recurring issues and close the feedback loop with customers • Ensure open support issues are resolved to customer satisfaction before renewal conversations • Advise customer risk and fraud teams on fraud vectors, industry best practices, and regulatory developments • Evaluate customer risk profiles and recommend verification workflow optimization, risk mitigation, and user-friction tradeoffs • Identify compliance and regulatory hurdles and coordinate internal resolution • Track customer business outcomes including pass rates, conversion improvement, fraud reduction, and compliance • Own account business-outcome scorecards and proactively report relevant metrics • Prepare and lead regular executive business reviews • Connect Jumio’s performance to customer business goals and articulate ROI • Address gaps between sales promises and customer experience • Monitor feature adoption, introduce underutilized capabilities, and train users • Build joint success plans aligned with evolving customer goals • Partner with cross-functional teams during post-go-live adoption • Build multi-threaded customer relationships and executive engagement • Identify and nurture customer champions and invite customers to Jumio communities • Spot and surface expansion opportunities to Account Managers with data-backed business cases • Support commercial expansion cases and identify customers suitable for references, case studies, or advisory boards

🎯 Requirements

• Multiple years of practitioner experience in Fraud, Identity, AML, or Digital Risk Management • Experience working inside a fraud or compliance function • 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 executive stakeholders • Proven track record managing enterprise accounts with $500K+ ARR • Experience owning renewal conversations and having GRR/NRR data to support candidacy • Ability to conduct executive-level business reviews that drive outcomes • Experience building and maintaining customer health frameworks and success plans • Commercial acumen connecting customer health and revenue • Ability to have credible conversations with economic buyers • Comfort working with product usage data and building ROI narratives • Experience using a CS platform such as Planhat, Gainsight, Totango, or equivalent • Strong communication and executive presence • Comfort presenting to the C-Suite and troubleshooting with technical teams • Proactive approach to identifying and acting on risks • Familiarity with API-based or technically complex SaaS products preferred • Experience working in a PE-backed or high-growth transformation environment preferred • Prior experience building or contributing to CS playbooks, health score models, or QBR frameworks preferred

🏖️ Benefits

• Annual full-time salary of 80,000 EUR gross, with possible overpayment depending on qualifications and experience • Equal-opportunity workplace welcoming applications and colleagues from all backgrounds and statuses