Customer Success Manager

• Own the health of a portfolio of EMEA enterprise and mid-market accounts
• Monitor product utilization, support ticket trends, NPS, executive engagement, and contract consumption pace
• Identify early warning signs of dissatisfaction, disengagement, and churn risk
• Own escalations involving product gaps or recurring issues and close the feedback loop with customers
• Ensure open support issues are resolved to customer satisfaction before renewal conversations
• Advise customer risk and fraud teams on fraud vectors, industry best practices, and regulatory developments
• Evaluate customer risk profiles and recommend verification workflow optimization, risk mitigation, and user-friction tradeoffs
• Identify compliance and regulatory hurdles and coordinate internal resolution
• Track customer business outcomes including pass rates, conversion improvement, fraud reduction, and compliance
• Own account business-outcome scorecards and proactively report relevant metrics
• Prepare and lead regular executive business reviews
• Connect Jumio’s performance to customer business goals and articulate ROI
• Address gaps between sales promises and customer experience
• Monitor feature adoption, introduce underutilized capabilities, and train users
• Build joint success plans aligned with evolving customer goals
• Partner with cross-functional teams during post-go-live adoption
• Build multi-threaded customer relationships and executive engagement
• Identify and nurture customer champions and invite customers to Jumio communities
• Spot and surface expansion opportunities to Account Managers with data-backed business cases
• Support commercial expansion cases and identify customers suitable for references, case studies, or advisory boards

• Multiple years of practitioner experience in Fraud, Identity, AML, or Digital Risk Management
• Experience working inside a fraud or compliance function
• Strong consultative and analytical thinking focused 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
• Experience owning renewal conversations and having GRR/NRR data to support candidacy
• Ability to conduct executive-level business reviews that drive outcomes
• Experience building and maintaining customer health frameworks and success plans
• Commercial acumen connecting customer health and revenue
• Ability to have credible conversations with economic buyers
• Comfort working with product usage data and building ROI narratives
• Experience using a CS platform such as Planhat, Gainsight, Totango, or equivalent
• Strong communication and executive presence
• Comfort presenting to the C-Suite and troubleshooting with technical teams
• Proactive approach to identifying and acting on risks
• Familiarity with API-based or technically complex SaaS products preferred
• Experience working in a PE-backed or high-growth transformation environment preferred
• Prior experience building or contributing to CS playbooks, health score models, or QBR frameworks preferred

• Annual full-time salary of 80,000 EUR gross, with possible overpayment depending on qualifications and experience
• Equal-opportunity workplace welcoming applications and colleagues from all backgrounds and statuses