Senior Customer Success Manager (Fully Remote)

Jumio; United States; Hybrid; USD 90,000 - 140,000; Full time

Job summary

Jumio, a leading B2B identity verification company, seeks a value-focused Customer Success professional to own customer health across high-impact accounts. You will ensure the delivered value aligns with promises, acting as the bridge between expectations and outcomes.

In this role you will monitor usage, support trends, NPS, and renewal pace, while running EBRs and building executive relationships. You will surface expansion opportunities and craft compelling business cases to support account

Qualifications

• Multiple years in fraud/identity/AML or digital risk management functions.
• Proven record managing $500K+ ARR accounts with renewal ownership.
• Data fluency with CS platforms (Planhat, Gainsight, Totango).

Responsibilities

• Monitor utilization, support trends, NPS, and contract pace to spot churn risks early.
• Lead EBRs, own the outcomes scorecard, and build multi-threaded executive relationships.
• Surface qualified expansion opportunities and support the Account Manager with a clear business case.

Skills

Data fluency

Executive presence

Commercial mindset

Tools

Planhat

Gainsight

Totango

Job description

• Value consulting role focused on customer outcomes, not just relationship management.
• You will own customer health and act as the connective tissue between promised and delivered value.
• This role suits a commercially-minded, data-fluent professional energized by enterprise complexity.

Key Responsibilities:

• Monitor utilization, support trends, NPS, and contract pace to spot churn risks early.
• Lead EBRs, own the outcomes scorecard, and build multi-threaded executive relationships.
• Surface qualified expansion opportunities and support the Account Manager with a clear business case.

Candidate Profile:

• Multiple years in fraud, identity, AML, or digital risk management functions.
• Proven record managing $500K+ ARR accounts with renewal ownership and GRR/NRR data.
• Data fluency with CS platforms like Planhat, Gainsight, or Totango, and strong executive presence.

What Success Looks Like:

• In 90 days, clear health ratings and plans for all accounts, with top renewal risks actively addressed.
• By year one, GRR at or above target, and every account has a current success plan and EBR cadence.
• You will surface expansion opportunities and see customer satisfaction scores trending upward.

Jumio is a B2B technology company dedicated to eradicating online identity fraud, money laundering, and other financial crimes using AI, biometrics, and automation. With a global footprint and a team that values Integrity, Diversity, Empowerment, Accountability, and Leading Innovation, Jumio is a fast-growing leader in identity verification and eKYC solutions.