The Senior Customer Success Manager will own a portfolio of enterprise and mid-market accounts across EMEA. This is not a relationship management role — it is a value consulting role. You will bring deep expertise in fraud, identity, and compliance to help customers design optimal identity strategies and realize measurable risk reduction outcomes. You will be expected to understand your customers’ business deeply, make the value Jumio delivers visible and quantifiable, and act as the connective tissue between the value that was promised during the sale and the value the customer achieves.
You will work closely with Account Managers on renewal and expansion, with the implementation team during the critical customer onboarding and adoption stages, and with Product and Support to close the loop on customer feedback. You will be a named owner of customer health — accountable for knowing which accounts are at risk, why, and what you are doing about it.
This role is well-suited to someone who is commercially-minded, data-fluent, and energized by the complexity of enterprise customer relationships. You will be joining at a moment of intentional transformation — there is a significant opportunity to shape how Jumio’s customer success motion operates going forward.
Responsibilities:
Customer Health & Retention
- Own the health of a portfolio of EMEA enterprise and mid-market accounts — you are accountable for knowing which are green, yellow, or red and why
- Monitor customer health signals continuously: product utilization, support ticket trends, NPS, executive Experience and Qualifications:
- Multiple years of practitioner experience in Fraud, Identity, AML, or Digital Risk Management — you have worked inside a fraud or compliance function, not just sold to one
- Strong consultative and analytical thinking with a focus on risk strategy and workflow design
- Ability to distill complex fraud and compliance concepts into clear, value-driven narratives for executive stakeholders
- Proven track record managing enterprise accounts with $500K+ ARR — you have owned renewal conversations and have GRR/NRR data to support your candidacy
- Demonstrated ability to conduct executive-level business reviews that drive outcomes, not just report activity
- Experience building and maintaining customer health frameworks and success plans
- Commercial acumen: you understand the connection between customer health and revenue, and you can have credible conversations with economic buyers
- Data fluency: you are comfortable working with product usage data, building ROI narratives, and using a CS platform (Planhat, Gainsight, Totango, or equivalent)
- Strong communication and executive presence — you are as comfortable presenting to the C-Suite as you are troubleshooting with a technical team
Proactive by nature: you identify risks before customers do and you act without waiting to be asked
- Familiarity with API-based or technically complex SaaS products — you do not need to be an engineer, but you need to be comfortable in technical conversations
- Experience working in a PE-backed or high-growth transformation environment
- Prior experience building or contributing to CS playbooks, health score models, or QBR frameworks
What Success Looks Like:
In your first 90 days:
- You have a clear health rating for every account in your portfolio and a plan for every yellow and red account
- You have met the key stakeholders at each account and established a regular operating cadence
- You understand the business outcomes each customer is trying to achieve and whether Jumio is delivering them
- You have identified the top 3 accounts at renewal risk and have an active plan in place
- GRR across your portfolio is at or above target
- Every account has a current success plan, a health score, and an EBR cadence
- You have surfaced expansion opportunities to the AM team with qualified business cases
- Customer satisfaction scores across your portfolio are trending upward
We offer an annual full-time salary (38.5 hr week) of min 80,000 EUR gross, with a possible overpayment depending on qualifications and experience.
Jumio Values:
IDEAL: Integrity, Diversity, Empowerment, Accountability, Leading Innovation
Jumio is a collaboration of people with different ideas, strengths, interests and cultures. We welcome applications and colleagues from all backgrounds and of all statuses.
About Jumio:
Jumio is a B2B technology company dedicated to eradicating online identity fraud, money laundering and other <a >
