Customer Success Manager, EMEA

pofft Technology Inc.; Osterreich; Hybrid; PEN 277,000 - 339,000; Full time

Job summary

Jumio is hiring a Senior Customer Success Manager to own a portfolio of enterprise and mid-market EMEA accounts. You will deliver value by applying expertise in fraud, identity, and compliance, shaping identity strategies, and driving measurable risk reductions.

You will work with Account Managers on renewals, with onboarding teams on adoption, and with Product/Support to close the feedback loop. You will own the health of accounts and ensureROI outcomes.

Qualifications

• Experience managing enterprise and mid-market accounts in a value-driven role.
• Deep expertise in fraud, identity, and compliance to advise customers.
• Ability to understand customers' business and demonstrate ROI.
• Strong data fluency and experience with health metrics.

Responsibilities

• Own health of a portfolio of EMEA enterprise and mid‑market accounts and classify as green/yellow/red.
• Monitor health signals: product usage, support trends, NPS, executive engagement, contract pace.
• Identify early warning signs of churn risk and act on health score drops.
• Escalate product gaps and close feedback loop with customers.

Skills

Enterprise account management

Fraud knowledge

Identity verification

Compliance knowledge

Data fluency

Value consulting

Job description

Customer Success Manager, EMEA Anywhere in the World 2 gün 5 saat 36 dakika önce yayınlandı. Full-Time We Work Remotely 80.000 - 80.000 EUR

Role Purpose

The Senior Customer Success Manager will own a portfolio of enterprise and mid-market accounts across EMEA. This is not a relationship management role — it is a value consulting role. You will bring deep expertise in fraud, identity, and compliance to help customers design optimal identity strategies and realize measurable risk reduction outcomes. You will be expected to understand your customers’ business deeply, make the value Jumio delivers visible and quantifiable, and act as the connective tissue between the value that was promised during the sale and the value the customer achieves.

You will work closely with Account Managers on renewal and expansion, with the implementation team during the critical customer onboarding and adoption stages, and with Product and Support to close the loop on customer feedback. You will be a named owner of customer health — accountable for knowing which accounts are at risk, why, and what you are doing about it.

This role is well-suited to someone who is commercially-minded, data-fluent, and energized by the complexity of enterprise customer relationships. You will be joining at a moment of intentional transformation — there is a significant opportunity to shape how Jumio’s customer success motion operates going forward.

Responsibilities

Customer Health & Retention

• Own the health of a portfolio of EMEA enterprise and mid-market accounts — you are accountable for knowing which are green, yellow, or red and why
• Monitor customer health signals continuously: product utilization, support ticket trends, NPS, executive engagement, and contract consumption pace
• Identify early warning signs of dissatisfaction or disengagement before they surface as churn risk — act on health score drops immediately, don’t wait for the customer to raise the issue
• Own escalation when product gaps or recurring issues are impacting customer outcomes — and close the feedback loop by communicating back to the customer what Jumio is doing
• Ensure open support issues are resolved to the customer’s satisfaction and that unresolved issues never reach a renewal conversation

Fraud & Compliance Advisory

• Serve as a subject matter expert on fraud, identity verification, AML, and digital risk management for your customer portfolio
• Advise customer risk and fraud teams on emerging fraud vectors, industry best practices, and regulatory developments relevant to their business
• Evaluate customer risk profiles and provide expert recommendations on verification workflow optimization, risk mitigation, and user friction tradeoffs
• Identify compliance and regulatory hurdles that may impact product adoption and coordinate with internal teams to resolve them.
• Confirm customers are seeing the outcomes they expected — pass rates, conversion improvement, fraud reduction, compliance — and make that value visible and quantifiable
• Own the business outcomes scorecard for each account: track the metrics that matter to the customer and report on them proactively
• Prepare and lead regular business reviews (EBRs) that drive decisions — not just report on usage
• Connect Jumio’s performance back to the customer’s original business goals and make the ROI case clearly before the AM enters a commercial conversation
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