Jumio - Customer Success Manager, APAC
Requirements
• Multiple years of experience in Customer Success at a B2B SaaS company • Proven track record managing enterprise accounts with $500K+ ARR — you have owned renewal conversations and have GRR/NRR data to support your candidacy • 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 • 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 • Strong verbal and written proficiency in English and Mandarin • Experience in identity verification, KYC/AML, fraud prevention, fintech, or regtech • 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 • Jumio Values: • IDEAL: Integrity, Diversity, Empowerment, Accountability, Leading Innovation • Equal Opportunities: • 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. • 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 [email protected].
Responsibilities
• 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 a QBR cadence • You have surfaced expansion opportunities to the AM team with qualified business cases • Customer satisfaction scores across your portfolio are trending upward
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