Senior Customer Success Manager

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🔥 0 minutes ago

🇺🇸 United States – Remote

💵 $147k - $160.9k / year

⏰ Full Time

🟠 Senior

🏆 Customer Success

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Jumio Corporation

WebsiteLinkedInAll Job Openings

201 - 500 employees

Founded 2010

🤖 Artificial Intelligence

📋 Compliance

🔐 Security

Artificial Intelligence • Compliance • Security

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 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

🎯 Requirements

• 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

🏖️ Benefits

• Excellent benefits including medical and dental insurance • Health and wellness programs • Peer recognition • Flexible time off • 401K match