Customer Success Manager

**Role Purpose**:
Customer Success is vital to Jumio's long term success. We must understand and proactively enable our customers to be successful utilizing Jumio's software. This role includes ownership of Customer Success activities (onboarding, support, services, adoption, advocacy, retention, etc.) and outcomes (e.g., renewals, up-sell, etc.) with the main focus of creating happy and healthy Jumio customers and reducing customer churn as a result.

**Role Value**:
Decreasing the time to 'Go Live' from point of close sales, supporting Customers to start utilizing Jumio service, helping to grow business revenue, and ensuring high levels of customer satisfaction are just some of the high value outputs from Customer Success Managers.

You will play a major role in improving and expanding existing processes such as integration and customer onboarding. You are the Jumio expert for how our solutions can add value to the customer's user journey, specifically through web, SDK, and different API channels. Your performance has a direct impact on the overall effectiveness of our technology in a customer's environment. Ultimately it's about driving customer health and happines while and therefore contributing to Jumio's continued growth and success while growing your own career.

**Responsibilities**:

- Function as the customer advocate and provide internal feedback on how we can better serve Jumio's customers
- Manage all post-sales activity Jumio's customers through strong relationship-building, product knowledge, planning and execution
- Maintain a deep understanding of the product and speak to Jumio's customers about the most relevant features/functionality for their specific business needs
- Ensure that a plan is in place with each customer for deployment, change management and adoption programs
- Increase customer retention by conducting regular check-in calls for tactical items, and performing strategic business reviews for alignment of objectives and outcomes
- Track accounts to identify churn risk and work actively to eliminate that risk
- Simultaneously manage multiple customers who are at different points on the account lifecycle
- Identify opportunities to develop new training materials designed to ensure successful customer onboarding, support business-wide adoption, and deepen product proficiency
- Engage in internal product discussions, translating customer usage and feedback into actionable insights and feature ideas
- Maintain reporting and updates on customer metrics as well as what modules are used and how
- Measures of Success:

- Net Revenue Retention (NRR)
- Increased Renewal Rate
- High Net Promoter score (Client satisfaction scoring)
- Other KPIs as appropriate (Sales related, delivery related, and client satisfaction related)

**Qualifications**:

- Deep understanding of value drivers in recurring revenue business models
- Analytical and process-oriented mindset
- Demonstrated desire for continuous learning and improvement
- Enthusiastic and creative with the ability to inspire others
- Ideally combined background of post-sale and pre-sales experience
- Ability to manage influence through persuasion, negotiation, and consensus building
- Excellent communication and presentation skills
- Functional level of comfort with web-based (SaaS) technologies as well as Mobile and Web SDKs, and APIs.

**Key Characteristics and Attitudes**:
In a recent global survey these attributes were valued by Jumios in all locations and functions - we firmly believe in hiring for attitude as well as skill.
- Friendly and supportive
- Adaptable and flexible
- Articulate and persuasive
- High IQ and EQ
- Curious and coachable
- Commercially Aware
- Resilient and tenacious
- Big picture and the detail

**Jumio Values**:
IDEAL: Integrity, Diversity, Empowerment, Accountability, Leading Innovation

**Equal Opportunities**:
**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