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 a 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 identify expansion opportunities. They also conduct business reviews, mitigate risks, and actively contribute to the growth and success of both the customers and their own career.

• 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

• Opportunities for continuous personal development
• Multicultural and geographically diverse organization
• Rapid growth environment with high degrees of autonomy and ambiguity
• Collaboration with people from different backgrounds and cultures
• Leading innovation and accountability
• Equal opportunities for all backgrounds and statuses
• Leading provider of online identity verification, eKYC, and AML solutions
• Trusted by leading brands worldwide
• Strong client demand across various industries
• Applicant data privacy