Senior Customer Success Manager

Role Purpose:

As a Senior Customer Success Manager, you will own a portfolio of enterprise and mid-market customers across North America, ensuring they realize measurable value from Jumios identity verification solutions. This role is responsible for driving customer health, retention, adoption, and executive engagement by deeply understanding each customers business goals, tracking outcomes, and proactively identifying risks before they impact renewal or expansion.

Role Value:

This position is central to Jumios ability to retain and grow strategic customer relationships. The Senior Customer Success Manager serves as the connective tissue between the value promised during the sales process and the value customers achieve after implementation. By partnering closely with Account Management, Onboarding, Product, and Support, this role ensures customers are fully adopted, seeing quantifiable ROI, and positioned for long-term success. The Senior CSM will also help shape Jumios evolving Customer Success motion during an important period of transformation.

Example Responsibilities:

• Own the health of a portfolio of enterprise and mid-market accounts across North America, including clear visibility into green, yellow, and red accounts
• Monitor customer health signals such as product utilization, support trends, NPS, executive engagement, and contract consumption pace
• Identify early warning signs of dissatisfaction, underutilization, or disengagement and proactively develop action plans to mitigate churn risk
• Build and maintain success plans aligned to each customers business goals, ensuring they remain current as customer needs evolve
• Track and communicate business outcomes, including pass rates, conversion improvement, fraud reduction, compliance impact, and overall ROI
• Prepare and lead regular business reviews that drive decisions, reinforce Jumios value, and support renewal and expansion readiness
• Partner with Account Managers on renewal and expansion opportunities by providing customer insight, value narratives, and target="_blank">Applicant Privacy Notice. If you have any questions or comments, please send an email to privacy@jumio.com.