Customer Success Manager

The Customer Success Manager is a key role at Jumio, responsible for supporting and growing the company's enterprise customers. They will work closely with Account Management to build strong customer relationships and act as a trusted voice of the customer within the organization. The Customer Success Manager will have a deep understanding of Jumio's solutions and provide technical and functional expertise to ensure customers are getting the most out of their purchases. They will also conduct business reviews, identify expansion opportunities, and actively mitigate any potential churn or risks. This role requires excellent communication skills, technical proficiency, and the ability to thrive in a fast-paced, rapidly growing environment.

• Work closely with Account Management to build strong customer relationships and understand customer’s immediate and future needs
• Be a trusted voice of the customer and advocate internally on their behalf
• Build a deep understanding of Jumio’s solutions and provide technical and functional subject matter expertise
• Have strong alignment with Account Management, Customer Support, Product, and Engineering teams and understand how and when to leverage them
• Help ensure customers are adopting the Jumio solutions they’ve purchased and are working towards their desired objectives
• Conduct and lead cadenced business reviews - review and celebrate progress, share product roadmap items and align on future objectives, and plan for mitigating or overcoming any challenges
• Partner with sales to identify and capitalize on expansion opportunities
• Minimize potential churn or other risk by communicating to Jumio leadership and building a plan to actively mitigate
• Excellent communication and interpersonal skills
• Tenacious appetite for building product knowledge
• Strong technical communication skills for business audience / able to provide clear technical explanations
• Ability to break down and track technical projects
• Proactive and can think further than the solution appears to require, ability to identify key areas for improvement in workflows and efficiencies
• Ability to multi-task and work in a fast-paced environment
• Excellent analytical, quality and conceptual skills
• Team player that is able to also individually perform and has a vested interest in continuous personal development
• Enjoy working in a multicultural and geographically diverse organization
• Comfortable in a rapid growth environment with high degrees of autonomy and ambiguity - used to navigating the challenges and opportunities in a start-up or scale-up business
• Experience in JIRA, Confluence, and Salesforce
• Understanding of Postman
• Existing knowledge of the ID verification, AML, or KYC market and the competitive landscape
• Knowledge of user digital onboarding, payment, and/or risk management systems
• Degree education in a relevant field (e.g., Computer Science, Information Systems)
• Additional European language (German, French) would be beneficial

• At least 3-5 years' experience in a technical, customer-facing role
• Excellent communication and interpersonal skills
• Tenacious appetite for building product knowledge
• Strong technical communication skills for business audience / able to provide clear technical explanations
• Ability to break down and track technical projects
• Proactive and can think further than the solution appears to require, ability to identify key areas for improvement in workflows and efficiencies
• Ability to multi-task and work in a fast-paced environment
• Excellent analytical, quality, and conceptual skills
• Team player that is able to also individually perform and has a vested interest in continuous personal development
• Enjoy working in a multicultural and geographically diverse organization
• Comfortable in a rapid growth environment with high degrees of autonomy and ambiguity - used to navigating the challenges and opportunities in a start-up or scale-up business
• Experience in JIRA, Confluence, and Salesforce (Great to have)
• Understanding of Postman (Great to have)
• Existing knowledge of the ID verification, AML, or KYC market and the competitive landscape (Great to have)
• Knowledge of user digital onboarding, payment, and/or risk management systems (Great to have)
• Degree education in a relevant field (e.g., Computer Science, Information Systems) (Great to have)
• Additional European language (German, French) would be beneficial (Great to have)

• Variable compensation based on achieving customer outcomes and company goals
• Opportunity for progression and gaining a better understanding of the onboarding and identity verification market
• Extensive product knowledge building
• Values of integrity, diversity, empowerment, accountability, and leading innovation
• Equal opportunities for applicants from all backgrounds and statuses
• Dedicated to eradicating online identity fraud, money laundering, and other financial crimes
• Trusted solutions used by leading brands worldwide
• Leading provider of online identity verification, eKYC, and AML solutions
• Global footprint and expanding team to meet strong client demand
• Applicant data privacy protection