At a glance
- Location
- Singapore
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.
About the role
- The Senior Customer Success Manager will own a portfolio of enterprise and mid-market accounts across APAC, acting as a value consultant rather than a traditional relationship manager.
- This role focuses on helping customers design optimal identity strategies, realize measurable risk reduction outcomes, and ensure the value promised during the sale is achieved.
- The position involves working closely with Account Managers, implementation teams, and product stakeholders to manage customer health and drive renewals and expansion.
Responsibilities
- Own the health of a portfolio of APAC enterprise and mid-market accounts, monitoring signals like product utilization, support tickets, and NPS.
- Identify early warning signs of churn risk and act on health score drops immediately.
- 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, industry best practices, and regulatory developments.
- Prepare and lead regular business reviews (EBRs) that drive decisions and demonstrate ROI.
- Build and maintain multi-threaded relationships across customer organizations, including business leaders and executives.
- Surface expansion opportunities to Account Managers with clear business cases grounded in customer data.
- Ensure open support issues are resolved to the customer’s satisfaction.
- Train new users and keep customers current on new features and product updates.
- Build and maintain a joint success plan aligned to the customer’s evolving business goals.
Requirements
- Multiple years of practitioner experience in Fraud, Identity, AML, or Digital Risk Management.
- 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.
- Data fluency, including comfort with product usage data and building ROI narratives.
- Bilingual in Mandarin and English.
- Strong communication and executive presence.
Preferred qualifications
- 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.
Skills
- Identity Verification
- AML
- Digital Risk Management
- SaaS
- API
- Planhat
- Gainsight
- Totango
