Customer Success Manager

The Customer Success Manager is responsible for supporting and growing Jumio's enterprise customers. They are a subject matter expert on Jumio's solutions and act as the primary advocate for the customer voice. The role focuses on creating positive customer outcomes, ensuring high levels of customer satisfaction, and driving progress towards customer objectives. The Customer Success Manager works closely with Account Management, Customer Support, Product, and Engineering teams to provide technical and functional expertise, build strong customer relationships, and help customers adopt and maximize the value of Jumio's solutions.

• 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 our 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

• 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

• Support and growth opportunities for enterprise customers
• Opportunity to join the Customer Success team
• Subject matter expert on Jumio's solutions
• Advocate for the customer voice
• Focus on creating positive customer outcomes
• High levels of customer satisfaction
• Deep product and industry knowledge
• Strong relationships with customers
• Understanding and driving customer objectives
• Direct impact on overall sales team's effectiveness
• Opportunity for continued growth and success
• Proactive and high-energy work environment
• Building strong relationships with customers
• Commitment to excellent customer experience
• Track record of positive customer outcomes
• Collaboration with Account Management, Customer Support, Product, and Engineering teams
• Adoption of Jumio solutions by customers
• Conducting and leading business reviews
• Identifying and capitalizing on expansion opportunities
• Minimizing potential churn or risk
• Excellent communication and interpersonal skills
• Tenacious appetite for building product knowledge
• Strong technical communication skills
• Ability to break down and track technical projects
• Proactive and forward-thinking mindset
• Ability to multi-task in a fast-paced environment
• Excellent analytical, quality, and conceptual skills
• Team player with a vested interest in personal development
• Comfortable in a rapid growth environment
• Equal opportunities for all backgrounds and statuses
• Opportunity to work in a multicultural and geographically diverse organization
• Collaboration with people from different ideas, strengths, interests, and cultures
• Opportunity to contribute to making the internet safer
• Use of AI, biometrics, machine learning, and automation
• Trusted solutions used by leading brands worldwide
• Respect from industry thought leaders
• Opportunity to work in the online identity verification, eKYC, and AML market
• Opportunity to work with clients in various industries such as Financial Services, Travel, Sharing Economy, Fintech, and Gaming
• Applicant data privacy protection