{"id":2880513,"url":"https://alion.io/job/jumio-customer-success-manager-emea","title":"Customer Success Manager, EMEA","company":{"id":1258,"name":"Jumio","domain":"jumio.com","url":"https://alion.io/company/jumio","size_band":"201-500","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Greenhouse","truth_index":{"grade":"B","score":81,"open_postings":18,"ghost_share":0.222,"stale_share":0,"repost_share":0.056,"time_to_fill_p50_days":62,"computed_at":"2026-10-28T05:59:10Z"}},"role":"Customer Success","role_family":"Customer Success","seniority":null,"employment_type":null,"work_mode":"remote","remote_scope":"stated_regions","remote_scope_basis":"posting_text","remote_working_hours":null,"hiring_geo_confidence":"inferred","locations":["Austria","United Kingdom"],"countries":["AT","GB"],"hiring_countries":["DE","FR","AE","GB","AT","BE","BA","BG","HR","CY","CZ","DK","FI","HU","IE","IL","IT","KE","ME","NL","NG","NO","PL","RO","SA","RS","ZA","ES","SE","CH","TR","UA","AL","DZ","AD","AO","BH","BJ","BW","BF"],"hiring_countries_total":116,"salary":null,"salary_estimate":{"min_usd":36000,"max_usd":74000,"period":"year","method":"role_country_seniority_unknown","sample_n":162},"experience_years_min":null,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"Machine Learning","optional":true}],"status":"live","first_seen_at":"2026-10-19T16:47:51Z","employer_posted_date":"2026-10-19","last_verified_at":"2026-10-28T11:58:21Z","board_verified":true,"closed_at":null,"days_open":8,"trust":{"level":"ok","repost_count":0,"flags":["company_stale"],"days_open":8},"description":"Role Purpose: \nThe 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.\nYou 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.\nThis 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.\nResponsibilities:\n\nCustomer Health & Retention\n\nOwn 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\nMonitor customer health signals continuously: product utilization, support ticket trends, NPS, executive engagement, and contract consumption pace\nIdentify 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\nOwn 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\nEnsure open support issues are resolved to the customer’s satisfaction and that unresolved issues never reach a renewal conversation\nFraud & Compliance Advisory\nServe as a subject matter expert on fraud, identity verification, AML, and digital risk management for your customer portfolio\nAdvise customer risk and fraud teams on emerging fraud vectors, industry best practices, and regulatory developments relevant to their business\nEvaluate customer risk profiles and provide expert recommendations on verification workflow optimization, risk mitigation, and user friction tradeoffs\nIdentify compliance and regulatory hurdles that may impact product adoption and coordinate with internal teams to resolve them.\nValue Realization & ROI\nConfirm customers are seeing the outcomes they expected - pass rates, conversion improvement, fraud reduction, compliance - and make that value visible and quantifiable\nOwn the business outcomes scorecard for each account: track the metrics that matter to the customer and report on them proactively\nPrepare and lead regular business reviews (EBRs) that drive decisions - not just report on usage\nConnect Jumio’s performance back to the customer’s original business goals and make the ROI case clearly before the AM enters a commercial conversation\nAddress gaps between what was promised during the sale and what the customer is experiencing - proactively, not reactive\nAdoption & Platform Success\nMonitor feature adoption - ensure customers are using everything they paid for and that underutilized capabilities are proactively introduced\nTrain new users as the customer’s team grows or changes, and keep the customer current on new features and product updates relevant to their use case\nBuild a joint success plan aligned to the customer’s evolving business goals - a living document, not a one-time exercise\nPartner with the cross-functional teams during the post-go-live period to ensure customers reach full adoption\nRelationships & Executive Engagement\nBuild and maintain multi-threaded relationships across the customer organization - not just the day-to-day contact\nExpand relationships to business leaders and executives: a single-threaded account is a renewal risk\nIdentify and nurture champions within each account who will advocate for Jumio internally\nInvite engaged customers into the Jumio community - user groups, advisory boards, reference programs\nExpansion & Commercial Partnership\nSpot signals that a customer is ready for more - new use cases, new geographies, increased volume, new compliance requirements\nSurface expansion opportunities to the Account Manager with a clear business case grounded in the customer’s current deployment and proven value\nSupport the AM in building the commercial case for expansion - you have the customer relationship and the data; the AM has the commercial motion\nIdentify satisfied customers who could become references, case studies, or advisory board members\nSkills, Experience and Qualifications:\nMultiple years of practitioner experience in Fraud, Identity, AML, or Digital Risk Management - you have worked inside a fraud or compliance function, not just sold to one\nStrong consultative and analytical thinking with a focus on risk strategy and workflow design\nAbility to distill complex fraud and compliance concepts into clear, value-driven narratives for executive stakeholders\nProven track record managing enterprise accounts with $500K+ ARR - you have owned renewal conversations and have GRR/NRR data to support your candidacy\nDemonstrated ability to conduct executive-level business reviews that drive outcomes, not just report activity\nExperience building and maintaining customer health frameworks and success plans\nCommercial acumen: you understand the connection between customer health and revenue, and you can have credible conversations with economic buyers\nData fluency: you are comfortable working with product usage data, building ROI narratives, and using a CS platform (Planhat, Gainsight, Totango, or equivalent)\nStrong communication and executive presence - you are as comfortable presenting to the C-Suite as you are troubleshooting with a technical teamProactive by nature: you identify risks before customers do and you act without waiting to be asked\n\nPreferred Qualifications:\n\nFamiliarity with API-based or technically complex SaaS products - you do not need to be an engineer, but you need to be comfortable in technical conversations\nExperience working in a PE-backed or high-growth transformation environment\nPrior experience building or contributing to CS playbooks, health score models, or QBR frameworks\nWhat Success Looks Like:\nIn your first 90 days:\nYou have a clear health rating for every account in your portfolio and a plan for every yellow and red account\nYou have met the key stakeholders at each account and established a regular operating cadence\nYou understand the business outcomes each customer is trying to achieve and whether Jumio is delivering them\nYou have identified the top 3 accounts at renewal risk and have an active plan in place\nBy end of year one:\nGRR across your portfolio is at or above target\nEvery account has a current success plan, a health score, and an EBR cadence\nYou have surfaced expansion opportunities to the AM team with qualified business cases\nCustomer satisfaction scores across your portfolio are trending upward\nCompensation: \n\nWe offer an annual full-time salary (38.5 hr week) of min 80,000 EUR gross, with a possible overpayment depending on qualifications and experience.\nJumio Values:\nIDEAL: Integrity, Diversity, Empowerment, Accountability, Leading Innovation\nEqual Opportunities:\nJumio is a collaboration of people with different ideas, strengths, interests and cultures. We welcome applications and colleagues from all backgrounds and of all statuses.\nAbout Jumio:\nJumio 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. \nJumio 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.\nApplicant Data Privacy\nWe will only use your personal information in connection with Jumio’s application, recruitment, and hiring processes, as described in Jumio’s Applicant Privacy Notice. 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