Senior Customer Success Manager

Jumio Corporation

Senior Customer Success Manager managing enterprise and mid-market customer accounts across North America. Driving retention and customer health using Jumio’s identity verification solutions.

Posted 7/6/2026full-timeRemote • 🇺🇸 United StatesSenior💰 $146,996 - $160,900 per yearWebsite

About the role

Key responsibilities & impact

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

What you’ll need

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

Comp & perks

Excellent benefits including medical and dental insurance
Health and wellness programs
Peer recognition
Flexible time off
401K match

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills & Tools

Customer Health MetricsROI NarrativesAccount-Level Risk MitigationCustomer Success PlansProduct Utilization AnalysisNPS MonitoringBusiness Outcome TrackingContract Consumption AnalysisChurn Risk MitigationRenewal Strategy Development

Soft Skills

Proactive Problem SolvingOwnership OrientationRelationship BuildingExecutive PresenceCommunication Skills