Customer Success Manager, APAC

About the role

Jumio is seeking a Senior Customer Success Manager to manage a portfolio of enterprise and mid-market accounts across the APAC region. This role functions as a value consultant rather than a traditional relationship manager, focusing on quantifying the business impact of Jumio's solutions for your clients. You will serve as the primary owner of customer health, ensuring that the value promised during the sales cycle is realized and maintained throughout the partnership.

Key facts

What you'll do

• Monitor customer health metrics including product utilization, support trends, NPS, and contract consumption to identify churn risks before they escalate.
• Lead business reviews that focus on strategic outcomes and ROI rather than simple usage reporting.
• Develop and maintain living success plans aligned with the evolving business goals of your clients.
• Collaborate with Account Managers to identify and qualify expansion opportunities based on data and current deployment value.
• Manage escalations regarding product gaps or technical issues, ensuring clear communication and resolution for the customer.
• Train client teams on new features and ensure full platform adoption across their organizations.
• Build multi-threaded relationships with stakeholders, including executive leadership, to ensure account stability.

Requirements

• Multiple years of experience in Customer Success within a B2B SaaS environment.
• Proven history of managing enterprise accounts with at least $500K in ARR, including ownership of renewal processes.
• Familiarity with technically complex or API-based SaaS platforms.
• Demonstrated ability to build and manage customer health frameworks and success plans.
• Strong commercial acumen with the ability to discuss revenue and business outcomes with economic buyers.
• Proficiency in data analysis and experience using CS platforms such as Gainsight, Planhat, or Totango.
• Excellent executive presence and communication skills.
• Native or professional fluency in both English and Mandarin.

Nice to have

• Background in fintech, regtech, identity verification, KYC/AML, or fraud prevention.
• Experience working within high-growth or private equity-backed organizations.
• Prior involvement in creating CS playbooks, QBR frameworks, or health score models.

Skills & tools

• CS Platforms: Planhat, Gainsight, Totango (or equivalent)
• API-based SaaS products
• Executive business review management
• Data-driven ROI analysis
• Mandarin and English language proficiency

Practical notes

Jumio operates under the core values of Integrity, Diversity, Empowerment, Accountability, and Leading Innovation. We are an equal opportunity employer committed to a diverse workforce. Your personal data provided during the application process will be handled in accordance with our candidate privacy notice.