Senior Customer Success Manager

Role Overview

• 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