Customer Success Manager, EMEA

Austria (remote); UK (remote). Posted 24 days ago

The role

The Senior Customer Success Manager will own a portfolio of enterprise and mid-market accounts across EMEA. This is a value consulting role focused on designing identity strategies and realizing measurable risk reduction outcomes.

What you will do

Own the health of a portfolio of EMEA enterprise and mid-market accounts
Monitor customer health signals including product utilization, support ticket trends, NPS, and executive engagement
Identify early warning signs of dissatisfaction or disengagement
Own escalation when product gaps or recurring issues impact customer outcomes
Serve as a subject matter expert on fraud, identity verification, AML, and digital risk management
Advise customer risk and fraud teams on emerging fraud vectors and regulatory developments
Confirm customers are seeing expected outcomes like pass rates and fraud reduction
Prepare and lead regular business reviews
Monitor feature adoption and train new users
Surface expansion opportunities to the Account Manager

Required qualifications

Multiple years of practitioner experience in Fraud, Identity, AML, or Digital Risk Management
Strong consultative and analytical thinking with a focus on risk strategy and workflow design
Ability to distill complex fraud and compliance concepts into clear narratives for executive stakeholders
Proven track record managing enterprise accounts with $500K+ ARR
Demonstrated ability to conduct executive-level business reviews
Experience building and maintaining customer health frameworks and success plans
Commercial acumen
Data fluency with product usage data and CS platforms like Planhat, Gainsight, or Totango
Strong communication and executive presence
Proactive nature

Nice to have

Familiarity with API-based or technically complex SaaS products
Experience working in a PE-backed or high-growth transformation environment
Prior experience building or contributing to CS playbooks, health score models, or QBR frameworks

About the company

Jumio is a B2B technology company dedicated to eradicating online identity fraud, money laundering and other financial crimes. It is a leading provider of online identity verification, eKYC and AML solutions.