Junior Customer Success Manager

Inclusively Remote; United States; Remote; USD 55,000 - 75,000; Full time

Benefits offered by this job

Remote-first culture

Flexible hours

Birthday leave

Global teams

Job summary

Sumsub is hiring a Junior Customer Success Manager to manage a portfolio of business customers, ensuring they derive maximum value from Sumsub’s compliance and risk products. You will act as the primary contact for both business and technical stakeholders across a global client base.

You will lead regular reviews, drive renewals, and identify upsell opportunities while coordinating with Sales, Support, and Product to resolve issues and deliver measurable outcomes.

Qualifications

• Experience managing a portfolio of business customers in a B2B SaaS setting.
• Ability to drive renewals and growth by identifying value and expansion opportunities.
• Strong written and verbal communication across stakeholders.
• Ability to learn a technical product and convey its business value.
• Proficiency in analyzing usage data to inform recommendations.
• Fluent English with professional communication skills.

Responsibilities

• Manage a portfolio of existing customers and serve as their main point of contact across business and technical stakeholders.
• Hold regular customer meetings and quarterly business reviews to track usage and plan next steps.
• Manage renewals and identify churn risks, coordinating with internal teams to mitigate.
• Identify upsell and cross-sell opportunities based on customer needs.
• Explain features and guide customers through new functionality to maximize value.
• Collaborate with Sales, Solution Architects, Support, and Product to resolve issues and follow through on actions.
• Share customer feedback to inform product and CX improvements.

Skills

Customer success

Relationship management

B2B SaaS

Communication

English proficiency

Job description

Sumsub is the first AI-powered trust infrastructure for compliance operations at scale. It connects identity and business verification, fraud prevention, transaction monitoring, and risk workflows, helping teams reduce manual work and enter new markets. Trusted by over 4,000 clients across financial services, crypto, mobility, trading, marketplaces, education, and iGaming, including Bybit, Bitpanda, Wirex, Avis, Vodafone, Duolingo, and Kaizen Gaming. Sumsub is recognized as a Great Place To Work® in the US and rated 4.5 out of 5 on Glassdoor. Our 1,000+ people around the world back it up, too: 92% are proud to be Sumsubers, and 90% say their work is interesting and challenging.

We’re looking for a Junior Customer Success Manager to manage a portfolio of business customers, help them get value from Sumsub’s products, and drive customer retention and account growth.

What You Will Be Doing:

• Managing a portfolio of existing customers and acting as their main point of contact, understanding their business goals and building relationships with business and technical stakeholders.
• Holding regular customer meetings and quarterly business reviews to discuss product usage, success metrics, plans for future periods and next steps for driving relationships.
• Managing renewals and identifying potential churn risks, working with customers and internal teams to address them.
• Identifying and developing upsell and cross-sell opportunities based on each customer’s needs.
• Helping customers get more value from our products by explaining relevant features and guiding them through new functionality.
• Working with Sales, Solution Architects, Support, Product, and other internal teams to resolve customer issues and follow through on agreed actions.
• Sharing customer feedback internally to help improve our products and customer experience.

About You:

• Relevant experience in customer success, account management, business development, or a similar client-facing role in B2B SaaS, fintech, payments, or crypto, involving ongoing customer relationships.
• Understanding of customer retention, renewals, and account growth, with the ability to recognise relevant upsell and cross-sell opportunities.
• Ability to learn a technical product and explain its features and business value clearly.
• Ability to analyse customer usage and performance data and turn it into clear insights and recommendations.
• Strong organisational skills, with the ability to prioritise across multiple accounts, take initiative, and follow through on commitments.
• Advanced English, with the ability to confidently lead customer calls, present findings, and communicate clearly in writing.
• Familiarity with KYC, KYB, AML, or fraud prevention would be a plus.

What We Offer:

• Remote-first, trust-based culture. Work from the place that works best for you. No mandatory office days, no attendance trackers. In some locations, we provide offices or coworking spaces, but the choice is yours.
• True flexibility. We do not fix you to a 9-to-5 schedule. You can adjust your working hours when needed, as long as your day stays productive and in sync with the team.
• Extra time off. Your birthday is a holiday here. Add to that 10 personal days each year, seven sick days without paperwork, and extra time to enjoy Christmas and New Year. Time to rest is part of the deal.
• Work that matters. Our mission is to build a digital world that is secure, accessible and inclusive for everyone. From fighting fraud to making online services easier and safer to use, your work will have a real impact on how people experience trust online.
• Compensation. We offer fair and transparent pay, benchmarked to the market.
• Truly global. We work across continents and time zones, with teammates and customers from all over the world. You will run campaigns that cross borders, cultures, and languages, and see your ideas land worldwide.
• Growth built in. Clear goals, open feedback and personal development plans. We support your progress with learning opportunities and by covering role-specific events, from design conferences to marketing forums.
• Team offsites. Sometimes just Slack is not enough. That is why we meet in person a few times a year. Trips are fully covered, so you can meet, collaborate, and recharge together.
• Getting you set up. We make sure you have access to the tools and hardware you need to do your work well.
• Friendly by design. Our logo is a dog for a reason. We keep things human, open and kind. We welcome individuality, quirks and different perspectives, because that is what makes our work smarter and more fun.

The hiring stages: TA screening – Test Assignment – Hiring Manager Interview – Final Interview.

We are a global community of innovators, creators, and thinkers, and we believe that diversity fuels our innovation. Sumsub is proud to be an equal opportunity employer, committed to building a diverse and inclusive workforce. We welcome applications from people of all backgrounds, cultures, genders, experiences, abilities and perspectives. Join us in shaping the future inclusively.