Senior Customer Success Manager

This is a fully remote position, open to applicants in United States.

📋 Description

• Take charge of the well-being of a portfolio consisting of enterprise and mid-market accounts throughout North America, ensuring clarity regarding the status of green, yellow, and red accounts.

• Observe customer health indicators such as product utilization, support patterns, NPS, executive involvement, and the pace of contract consumption.

• Recognize early signs of dissatisfaction, underutilization, or disengagement, and proactively create action plans to reduce churn risk.

• Develop and sustain success plans that align with each customer’s business objectives, ensuring they are updated as customer needs change.

• Monitor and report business outcomes, including pass rates, improvements in conversion, reduction of fraud, compliance effects, and overall ROI.

• Organize and lead regular business reviews that drive strategic decisions, highlight Jumio’s value, and prepare for renewals and expansions.

• Collaborate with Account Managers on renewal and expansion initiatives by offering customer insights, value narratives, and data-driven business cases.

• Work alongside Onboarding and Implementation Managers during the transition post-go-live to guarantee customers achieve full adoption.

• Ensure customers utilize the products and features they have purchased, and proactively introduce underutilized capabilities where applicable.

• Provide training for new users as customer teams grow or change, and keep customers updated on pertinent product enhancements and new functionalities.

• Cultivate multi-threaded relationships across customer organizations, engaging executive stakeholders, business leaders, everyday users, and technical teams.

• Identify and cultivate customer champions who can advocate for Jumio internally and partake in references, case studies, advisory boards, or user groups.

• Manage customer escalations when product gaps, unresolved support issues, or recurring concerns affect customer outcomes.

• Collaborate with Product and Support to address customer feedback and ensure customers are aware of the actions Jumio is taking.

• Maintain precise records of customer health, risk, adoption, and engagement within Jumio’s Customer Success tools and internal systems.

⛳️ Requirements

• A minimum of 7 years of Customer Success experience in a B2B SaaS context.

• Proven ability to manage enterprise accounts with $500K+ ARR.

• Established track record in overseeing customer health, retention, renewals, and customer outcome management.

• Experience in conducting executive-level business reviews focused on outcomes, ROI, and strategic decision-making.

• Strong commercial acumen with the capacity to link customer health, adoption, and value realization to revenue retention and growth.

• High level of data proficiency, including experience utilizing product usage data, customer health metrics, and ROI narratives to drive action.

• Experience in creating and maintaining customer success plans, health frameworks, and account-level risk mitigation strategies.

• Excellent communication skills and executive presence, capable of engaging C-suite stakeholders, business leaders, technical teams, and day-to-day users.

• Proactive and ownership-driven mindset with the ability to identify and tackle risks before they escalate into customer issues or renewal challenges.

🏝️ Benefits

• Comprehensive benefits package including medical and dental insurance.

• Health and wellness initiatives.

• Peer recognition programs.

• Flexible time-off policies.

• 401K matching program.