Customer Success Manager, EMEA

About the role

The Senior Customer Success Manager will own a portfolio of enterprise and mid‑market accounts across EMEA, acting as a value‑consulting partner rather than a traditional relationship manager. You will leverage deep expertise in fraud, identity verification, AML and digital risk to help customers design optimal identity strategies and achieve measurable risk‑reduction outcomes.

Key responsibilities

• Own the health of a portfolio of accounts, continuously monitoring product usage, support trends, NPS, executive engagement and contract consumption.
• Serve as a subject‑matter expert on fraud, identity verification, AML and digital risk, advising customers on emerging threats, best practices and regulatory changes.
• Confirm value realization by tracking pass rates, conversion improvement, fraud reduction and compliance metrics, and lead regular business reviews.
• Drive adoption of all paid features, train new users, and maintain a living success plan aligned with evolving business goals.
• Build multi‑threaded executive relationships, identify champions, and surface expansion opportunities to the Account Manager.

Required profile

• Multiple years of hands‑on experience in fraud, identity, AML or digital risk management within a compliance function.
• Proven track record managing enterprise accounts with $500K+ ARR and delivering GRR/NRR results.
• Strong consultative, analytical and commercial acumen with the ability to translate complex risk concepts into executive‑level narratives.

Required skills

• Fraud and identity verification expertise
• AML and digital risk management knowledge
• Data fluency – working with product usage data and ROI calculations
• Experience with CS platforms such as Planhat, Gainsight or Totango
• Comfort with API‑based SaaS products and technical conversations

What we offer

• Annual gross salary of at least €80,000 (full‑time, 38.5 h/week) with potential over‑payment based on qualifications
• Opportunity to shape Jumio’s customer success motion during a period of intentional transformation