Customer Success Manager

This is a fully remote position, open to applicants in Austria, +1 more country.

📋 Description

• Take ownership of the health of a portfolio comprising EMEA enterprise and mid-market accounts.

• Track product utilization, support ticket trends, NPS, executive engagement, and contract consumption rates.

• Recognize early indicators of dissatisfaction, disengagement, and potential churn risk.

• Manage escalations related to product deficiencies or recurring issues, ensuring a closed feedback loop with customers.

• Guarantee that open support issues are resolved to the satisfaction of customers prior to renewal discussions.

• Provide guidance to customer risk and fraud teams regarding fraud vectors, industry best practices, and regulatory changes.

• Assess customer risk profiles and suggest optimization for verification workflows, risk mitigation, and balancing user-friction.

• Identify compliance and regulatory obstacles and facilitate internal resolutions.

• Monitor customer business outcomes, including pass rates, conversion improvements, fraud reduction, and compliance metrics.

• Manage account business-outcome scorecards and proactively report pertinent metrics.

• Prepare and conduct regular executive business reviews.

• Link Jumio’s performance with customer business objectives and convey ROI effectively.

• Address discrepancies between sales commitments and customer experiences.

• Oversee feature adoption, introduce underutilized capabilities, and provide user training.

• Develop joint success plans that align with evolving customer objectives.

• Collaborate with cross-functional teams during post-go-live adoption phases.

• Establish multi-threaded customer relationships and engage executives effectively.

• Identify and cultivate customer champions, inviting them to participate in Jumio communities.

• Detect and communicate expansion opportunities to Account Managers, backed by data-driven business cases.

• Assist with commercial expansion cases and identify customers suitable for references, case studies, or advisory boards.

⛳️ Requirements

• Several years of hands-on experience in Fraud, Identity, AML, or Digital Risk Management.

• Experience within a fraud or compliance function.

• Strong consultative and analytical approach focused on risk strategy and workflow design.

• Capability to simplify complex fraud and compliance concepts into clear, value-driven narratives for executive stakeholders.

• Demonstrated success in managing enterprise accounts with an ARR of $500K or more.

• Experience leading renewal discussions and possessing GRR/NRR data to bolster candidacy.

• Ability to conduct executive-level business reviews that yield results.

• Experience in developing and maintaining frameworks for customer health and success plans.

• Commercial acumen relating customer health to revenue generation.

• Capability to engage in credible discussions with economic buyers.

• Comfort with product usage data and creating ROI narratives.

• Familiarity with customer success platforms such as Planhat, Gainsight, Totango, or similar.

• Excellent communication skills and strong executive presence.

• Comfortable presenting to C-suite executives and troubleshooting alongside technical teams.

• Proactive in identifying and addressing risks.

• Familiarity with API-based or technically complex SaaS products is preferred.

• Experience in a PE-backed or high-growth transformation environment is preferred.

• Prior experience in developing or contributing to customer success playbooks, health score models, or QBR frameworks is preferred.

🏝️ Benefits

• An annual full-time salary of 80,000 EUR gross, with the possibility of overpayment based on qualifications and experience.

• An equal-opportunity workplace that welcomes applications and colleagues from diverse backgrounds and statuses.