Senior Customer Marketing manager New USA (remote)

Jumio; Northern (KY); Remote; USD 140,000 - 160,000; Full time

Job summary

Jumio is seeking a Senior Manager, Customer Marketing to own the customer marketing function across Jumio’s existing customer base, partnering with Marketing, Customer Success and Account Management. You will build lifecycle communications, establish an advocacy program, and create events and content that strengthen customer relationships.

This senior individual-contributor role has end-to-end program ownership with no direct revenue quota, reporting to the Senior Director of Product and Program

Qualifications

• 5+ years of experience in customer marketing, lifecycle marketing or a closely related role within B2B SaaS or enterprise software
• Proven experience building and operating a structured, scalable customer advocacy or reference program
• Experience building or managing a Customer Advisory Board or comparable executive customer community
• Strong content instincts and the ability to turn customer conversations into compelling case studies, testimonials and campaign materials
• Experience partnering with Customer Success, Account Management and Sales without direct authority
• Comfort working with customer success platform data, product usage signals and campaign analytics to inform targeting and measure results
• Experience planning and executing customer-facing events, from webinars to executive roundtables
• Technical fluency and the ability to create credible content for sophisticated business, technology and compliance audiences
• Domain knowledge of identity verification, KYC/AML, fintech, fraud prevention or another regulated technology sector

Responsibilities

• Own Jumio’s customer communication calendar, including product updates, feature-adoption campaigns and lifecycle email programs that keep customers informed and engaged
• Build and manage a structured customer advocacy program covering references, case study participants, G2 reviewers, event speakers and advisory board members
• Partner with Corporate Marketing to develop customer case studies, testimonials and other customer proof
• Build and executive-produce Jumio’s Customer Advisory Board from the ground up, including defining membership criteria, recruiting senior customer leaders, developing the strategic agenda and maintaining engagement between meetings
• Turn Customer Advisory Board insights into actionable product and go-to-market input and communicate resulting actions back to participating customers
• Plan and execute customer-facing webinars, user groups, executive roundtables and other events that build community and complement the Customer Advisory Board
• Identify opportunities to create case studies, testimonials, reviews and peer proof that accelerate new-logo sales cycles and reinforce Jumio’s credibility in the identity verification market
• Partner with Account Managers, Customer Success Managers and Product Marketing to develop scalable content, templates, customer proof points and strategic guidance that support renewal and expansion conversations
• Provide tailored customer marketing support for select strategic renewal and expansion opportunities
• Manage Jumio’s presence on G2, TrustRadius and equivalent peer-review platforms as an ongoing customer marketing channel
• Track and report on the advocacy pipeline, program participation, content usage, engagement rates and influence on retention and expansion outcomes

Skills

Customer marketing

Lifecycle marketing

Advocacy programs

Executive/customer community

Content creation

Tools

CRM software

Job description

Jumio’s customers do more than renew. They expand, advocate and become proof points that help win new business. The Senior Manager, Customer Marketing will build the programs, communications and campaigns needed to make that happen at scale.

You will own the customer marketing function across Jumio’s existing customer base, working at the intersection of Marketing, Customer Success and Account Management. You will build lifecycle communications that reinforce value, establish a structured advocacy program that turns satisfied customers into active references, and create events and content that strengthen customer relationships.

This is a senior individual-contributor position with end-to-end program ownership and no direct revenue quota.

Role Value

• Build the infrastructure and operating model for customer marketing at Jumio
• Give Customer Success and Account Management repeatable programs and content that support adoption, renewal and expansion
• Develop a reliable network of customer advocates, references and speakers
• Turn customer insights into useful input for Product, Marketing and go-to-market teams
• Create customer proof that strengthens Jumio’s credibility and supports new business

Example Responsibilities

• Own Jumio’s customer communication calendar, including product updates, feature-adoption campaigns and lifecycle email programs that keep customers informed and engaged
• Build and manage a structured customer advocacy program covering references, case study participants, G2 reviewers, event speakers and advisory board members
• Partner with Corporate Marketing to develop customer case studies, testimonials and other customer proof
• Build and executive-produce Jumio’s Customer Advisory Board from the ground up, including defining membership criteria, recruiting senior customer leaders, developing the strategic agenda and maintaining engagement between meetings
• Turn Customer Advisory Board insights into actionable product and go-to-market input and communicate resulting actions back to participating customers
• Plan and execute customer-facing webinars, user groups, executive roundtables and other events that build community and complement the Customer Advisory Board
• Identify opportunities to create case studies, testimonials, reviews and peer proof that accelerate new-logo sales cycles and reinforce Jumio’s credibility in the identity verification market
• Partner with Account Managers, Customer Success Managers and Product Marketing to develop scalable content, templates, customer proof points and strategic guidance that support renewal and expansion conversations
• Provide tailored customer marketing support for select strategic renewal and expansion opportunities
• Manage Jumio’s presence on G2, TrustRadius and equivalent peer-review platforms as an ongoing customer marketing channel
• Track and report on the advocacy pipeline, program participation, content usage, engagement rates and influence on retention and expansion outcomes

Measures of Success

• A healthy and active advocacy pipeline, with references, case studies, reviews and speakers available when needed
• Customer Success and Account Management teams regularly using Customer Marketing content in renewal and expansion conversations and rating that content as useful
• Measurable influence on net revenue retention in accounts participating in Customer Marketing programs
• Strong attendance and participation in customer events, with post-event customer health indicators demonstrating program impact
• Growing review volume and strong ratings across G2 and other relevant peer-review platforms
• Product and feature-adoption campaigns that demonstrably improve utilization metrics

Special Projects

Initial priorities for this role include launching Jumio’s Customer Advisory Board, establishing a formal advocacy and reference program, creating a repeatable customer webinar and communications calendar, and building the reporting needed to measure program engagement and commercial influence.

Experience and Qualifications

• 5 or more years of experience in customer marketing, lifecycle marketing or a closely related role within B2B SaaS or enterprise software
• Proven experience building and operating a structured, scalable customer advocacy or reference program
• Experience building or managing a Customer Advisory Board or comparable executive customer community
• Strong content instincts and the ability to turn customer conversations into compelling case studies, testimonials and campaign materials
• Experience partnering with Customer Success, Account Management and Sales without direct authority
• Comfort working with customer success platform data, product usage signals and campaign analytics to inform targeting and measure results
• Experience planning and executing customer-facing events, from webinars to executive roundtables
• Technical fluency and the ability to create credible content for sophisticated business, technology and compliance audiences
• Domain knowledge of identity verification, KYC/AML, fintech, fraud prevention or another regulated technology sector

Key Relationships

Internally, your closest partners will be the Customer Success team, which will serve as a primary source of advocate candidates and campaign targeting signals; Account Managers, who will use Customer Marketing content in renewal and expansion conversations; and Product Marketing, which will be a key upstream content partner.

You will report to the Senior Director of Product and Program Marketing and have a dotted-line relationship with the SVP, Customer Success.

Externally, you will develop genuine relationships with customer champions and advocates, managing those relationships as long-term partnerships rather than entries in a reference database.

Key Characteristics and Attitudes

In a recent global survey, these attributes were valued by Jumios across locations and functions. We firmly believe in hiring for mindset as well as skill.

• Friendly and supportive
• Adaptable and flexible
• Articulate and persuasive
• High IQ and EQ
• Curious and coachable
• Commercially aware
• Resilient and tenacious
• Comfortable with both the big picture and the detail

Company

Jumio is the future for online and mobile identity verification. We are the largest and fastest-growing company in the identity verification space. With a global footprint, we are expanding the team to meet strong client demand across industries including Financial Services, Travel, Sharing Economy, Fintech, Gaming and many more.

Jumio is a collaboration of people with different ideas, strengths, interests and cultures. We encourage applications and colleagues from all backgrounds and of all statuses.

Compensation

For candidates hired in the United States, the hiring range for this position is $140,000 to $160,000. This is based on Jumio’s US national salary band for the role. Geographical adjustment is applied for tier 1 locations, and more may be available based on skills and experience.

Excellent benefits, including medical and dental insurance, health and wellness benefits, peer recognition, flexible time off and a 401(k) match, are also provided to all US employees.

Jumio is a collaboration of people with different ideas, strengths, interests and cultures. We welcome applications and colleagues from all backgrounds and of all statuses.

About Jumio:

Jumio is a B2B technology company dedicated to eradicating online identity fraud, money laundering and other financial crimes to help make the internet safer. We leverage AI, biometrics, machine learning, liveness detection and automation to create solutions that are trusted by leading brands worldwide and respected by industry thought leaders.

Jumio is the leading provider of online identity verification, eKYC and AML solutions. With a global footprint, we’re expanding the team to meet strong client demand across a range of industries including Financial Services, Travel, Sharing Economy, Fintech, Gaming, and others.

We will only use your personal information in connection with Jumio’s application, recruitment, and hiring processes, as described in Jumio’s Applicant Privacy Notice. If you have any questions or comments, please send an email to [e-mail] .

Demographic Questions

At Jumio, we value belonging and believe in fostering an environment where a diversity of perspectives can thrive. Your responses will help us to reduce bias and increase diversity and inclusion across the company.

We only ask for this data on an opt-in basis and it will be used (in aggregate only) to help us identify areas of improvement in our process.

Notwithstanding, if you do not feel comfortable providing the information required therein, you can decline at any time from answering the survey, given that the completion of the form is entirely voluntary.

Whatever your decision, it will not be considered in the hiring process or thereafter. Any information that you do provide will be recorded and maintained in a confidential file.

Voluntary Self-Identification of Disability

Form CC-305

Page 1 of 1

OMB Control Number 1250-0005

Expires 07/31/2029

Why are you being asked to complete this form?

We are a federal contractor or subcontractor. The law requires us to provide equal employment opportunity to qualified people with disabilities. We have a goal of having at least 7% of our workers as people with disabilities. The law says we must measure our progress towards this goal. To do this, we must ask applicants and employees if they have a disability or have ever had one. People can become disabled, so we need to ask this question at least every five years.

How do you know if you have a disability?

A disability is a condition that substantially limits one or more of your "major life activities." If you have or have ever had such a condition, you are a person with a disability. Disabilities include, but are not limited to:

• Alcohol or other substance use disorder (not currently using drugs illegally)
• Autoimmune disorder, for example, lupus, fibromyalgia, rheumatoid arthritis, HIV/AIDS
• Blind or low vision
• Cancer (past or present)
• Cardiovascular or heart disease
• Celiac disease
• Cerebral palsy
• Deaf or serious difficulty hearing
• Diabetes
• Disfigurement, for example, disfigurement caused by burns, wounds, accidents, or congenital disorders
• Epilepsy or other seizure disorder
• Gastrointestinal disorders, for example, Crohn's Disease, irritable bowel syndrome
• Intellectual or developmental disabilityMental health conditions, for example, depression, bipolar disorder, anxiety disorder, schizophrenia, PTSD
• Missing limbs or partially missing limbs
• Mobility impairment, benefiting from the use of a wheelchair, scooter, walker, leg brace(s) and/or other supports
• Nervous system condition, for example, migraine headaches, Parkinson's disease, multiple sclerosis (MS)
• Neurodivergence, for example, attention-deficit/hyperactivity disorder (ADHD), autism spectrum disorder, dyslexia, dyspraxia, other learning disabilities
• Partial or complete paralysis (any cause)
• Pulmonary or respiratory conditions, for example, tuberculosis, asthma, emphysema
• Short stature (dwarfism)
• Traumatic brain injury

PUBLIC BURDEN STATEMENT: According to the Paperwork Reduction Act of 1995 no persons are required to respond to a collection of information unless such collection displays a valid OMB control number. This survey should take about 5 minutes to complete.

Jumio has my consent to collect, store, and process my data for the purpose of considering me for employment, and for up to 1095 days thereafter. *