Senior Customer Success Manager

Role Purpose:

As a Senior Customer Success Manager, you will own a portfolio of enterprise and mid-market customers across North America, ensuring they realize measurable value from Jumio’s identity verification solutions. This role is responsible for driving customer health, retention, adoption, and executive engagement by deeply understanding each customer’s business goals, tracking outcomes, and proactively identifying risks before they impact renewal or expansion.

Role Value:

This position is central to Jumio’s ability to retain and grow strategic customer relationships. The Senior Customer Success Manager serves as the connective tissue between the value promised during the sales process and the value customers achieve after implementation. By partnering closely with Account Management, Onboarding, Product, and Support, this role ensures customers are fully adopted, seeing quantifiable ROI, and positioned for long-term success. The Senior CSM will also help shape Jumio’s evolving Customer Success motion during an important period of transformation.

Example Responsibilities:

• 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

Required Experience and Qualifications:

• 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 revenu…