About the role
Role Purpose
The Senior Customer Success Manager will own a portfolio of enterprise and mid-market accounts across APAC. 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.
You 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.
This 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.
Responsibilities
Customer Health & Retention
Own the health of a portfolio of APAC enterprise and mid-market accounts — you are accountable for knowing which are green, yellow, or red and why
Monitor customer health signals continuously: product utilization, support ticket trends, NPS, executive engagement, and contract consumption pace
Identify 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
Own 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
Ensure open support issues are resolved to the customer’s satisfaction and that unresolved issues never reach a renewal conversation
Fraud & Compliance Advisory
Service as a subject matter expert on fraud, identity verification, AML, and digital risk management for your customer portfolio
Advise customer risk and fraud teams on emerging fraud vectors, industry best practices, and regulatory developments relevant to their business
Evaluate customer risk profiles and provide expert recommendations on verification workflow optimization, risk mitigation, and user friction tradeoffs
Identify compliance or regulatory hurdles that may impact product adoption and coordinate with internal teams to resolve them.
Value Realization & ROI
Confirm customers are seeing the outcomes they expected — pass rates, conversion improvement, fraud reduction, compliance — and make that value visible and quantifiable
Own the business outcomes scorecard for each account: track the metrics that matter to the customer and report on them proactively
Prepare and lead regular business reviews (EBRs) that drive decisions — not just report on usage
Connect Jumio’s performance back to the customer’s original business goals and make the ROI case clearly before the AM enters a commercial conversation
Address gaps between what was promised during the sale and what the customer is experiencing — proactively, not reactively
Adoption & Platform Success
Monitor feature adoption — ensure customers are using everything they paid for and that underutilized capabilities are proactively introduced
Train 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
Build a joint success plan aligned to the customer’s evolving business goals — a living document, not a one-time exercise
Partner with the cross-functional teams during the post-go-live period to ensure customers reach full adoption
Relationships & Executive Engagement
Build and maintain multi-threaded relationships across the customer organization — not just the day-to-day contact
Expand relationships to business leaders and executives: a single-threaded account is a renewal risk
Identify and nurture champions within each account who will advocate for Jumio internally
Invite engaged customers into the Jumio community — user groups, advisory boards, reference programs
Expansion & Commercial Partnership
Spot signals that a customer is ready for more — new use cases, new geographies, increased volume, new compliance requirements
Surface expansion opportunities to the Account Manager with a clear business case grounded in the customer’s current deployment and proven value
Support the AM in building the commercial case for expansion — you have the customer relationship and the data; the AM has the commercial motion
Identify satisfied customers who could become references, case studies, or advisory board members
Skills, Experience and Qualifications
Multiple 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
Strong consultative and analytical thinking with a focus on risk strategy and workflow design
Ability to distill complex fraud and compliance concepts into clear, value-driven narratives for executive stakeholders
Proven track record managing enterprise accounts with $500K+ ARR — you have owned renewal conversations and have GRR/NRR data to support your candidacy
Demonstrated ability to conduct executive-level business reviews that drive outcomes, not just report activity
Experience building and maintaining customer health frameworks and success plans
Commercial acumen: you understand the connection between customer health and revenue, and you can have credible conversations with economic buyers
Data fluency: you are comfortable working with product usage data, building ROI narratives, and using a CS platform (Planhat, Gainsight, Totango, or equivalent)
Strong communication and executive presence — you are as comfortable presenting to the C-Suite as you are troubleshooting with a technical team
Proactive by nature: you identify risks before customers do and you act without waiting to be asked
Bilingual in Mandarin and English
Preferred Qualifications
Familiarity 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
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
What Success Looks Like
In your first 90 days
You have a clear health rating for every account in your portfolio and a plan for every yellow and red account
You have met the key stakeholders at each account and established a regular operating cadence
You understand the business outcomes each customer is trying to achieve and whether Jumio is delivering them
You have identified the top 3 accounts at renewal risk and have an active plan in place
By end of year one
GRR across your portfolio is at or above target
Every account has a current success plan, a health score, and an EBR cadence
You have surfaced expansion opportunities to the AM team with qualified business cases
Customer satisfaction scores across your portfolio are trending upward
Jumio Values
IDEAL: Integrity, Diversity, Empowerment, Accountability, Leading Innovation
Equal Opportunities
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.
Applicant Data Privacy
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 privacy@jumio.com.