Customer Success Manager, EMEA

Austria (remote) · Remote · Austria · Remote · Posted Oct 19, 2026

At a glance

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.

The 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 where you bring deep expertise in fraud, identity, and compliance.
You will act as the connective tissue between the value that was promised during the sale and the value the customer achieves.

Own 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.
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.
Own escalation when product gaps or recurring issues are impacting customer outcomes — and close the feedback loop.
Serve as a subject matter expert on fraud, identity verification, AML, and digital risk management for your customer portfolio.
Confirm customers are seeing the outcomes they expected — pass rates, conversion improvement, fraud reduction, compliance.
Prepare and lead regular business reviews (EBRs) that drive decisions — not just report on usage.
Monitor feature adoption — ensure customers are using everything they paid for and that underutilized capabilities are proactively introduced.
Build and maintain multi-threaded relationships across the customer organization — not just the day-to-day contact.
Surface expansion opportunities to the Account Manager with a clear business case grounded in the customer’s current deployment and proven value.

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, value-driven narratives for executive stakeholders
Proven track record managing enterprise accounts with $500K+ ARR
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
Strong communication and executive presence
Proactive by nature: you identify risks before customers do and you act without waiting to be asked

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