• Serve as the primary operational partner and strategist for the Customer Success and Solutions (CS) organization • Take ownership of key initiatives from analysis, scoping, execution, optimization, monitoring, and beyond • Collaborate with CS leadership and frontline managers to build trust in operational processes • Build dashboards on key CS metrics (customer health, churn, expansions) • Own CS operational initiatives end-to-end, turning strategy into executable plans • Act as the primary liaison between CS and Business Systems, translating technical requirements into practical solutions

• Own the health of a portfolio of enterprise and mid-market accounts across North America, including clear visibility into green, yellow, and red accounts • Monitor customer health signals such as product utilization, support trends, NPS, executive engagement, and contract consumption pace • Identify early warning signs of dissatisfaction, underutilization, or disengagement and proactively develop action plans to mitigate churn risk • Build and maintain success plans aligned to each customer’s business goals, ensuring they remain current as customer needs evolve • Track and communicate business outcomes, including pass rates, conversion improvement, fraud reduction, compliance impact, and overall ROI • Prepare and lead regular business reviews that drive decisions, reinforce Jumio’s value, and support renewal and expansion readiness • Partner with Account Managers on renewal and expansion opportunities by providing customer insight, value narratives, and data-backed business cases • Partner with Onboarding and Implementation Managers during post-go-live transition to ensure customers reach full adoption • Ensure customers are using the products and features they purchased, and proactively introduce underutilized capabilities where relevant • Train new users as customer teams grow or change, and keep customers informed on relevant product updates and new functionality • Build multi-threaded relationships across customer organizations, including executive stakeholders, business leaders, day-to-day users, and technical teams • Identify and nurture customer champions who can advocate for Jumio internally and participate in references, case studies, advisory boards, or user groups • Own customer escalations when product gaps, unresolved support issues, or recurring concerns impact customer outcomes • Partner with Product and Support to close the loop on customer feedback and ensure customers understand what actions Jumio is taking • Maintain accurate customer health, risk, adoption, and engagement information within Jumio’s Customer Success tools and internal systems

• Own the entire post-sale customer journey — from the moment a contract is signed through implementation, onboarding, adoption, ongoing support, renewal, and expansion. • Lead and scale a global Customer Success function spanning the United States and Australia, building the teams, playbooks, and operational infrastructure that turn customers into long-term advocates. • Manage capacity planning, territory/portfolio assignments, and coverage across time zones. • Own and continuously refine the end-to-end implementation and onboarding methodology, ensuring customers reach first value quickly and predictably. • Oversee support operations, ensuring SLAs are consistently met or exceeded across regions. • Identify churn risk early through health scoring and engagement signals, and lead structured save/recovery plays. • Serve as the internal champion for customers, synthesizing feedback, feature requests, and adoption data into actionable insights for Product and Engineering. • Build and maintain customer health scoring, lifecycle stages, and early-warning systems.

• Overall responsibility for the end-to-end configuration of the CRM system and the customer lifecycle for D2C – building and continuously developing the CRM foundation, including customer journeys, lifecycle logic and interaction strategy • Increase D2C revenue – plan and execute CRM campaigns that directly impact revenue, repeat purchases and customer lifetime value • Design and implement automated customer journeys – create and optimize key flows such as welcome, post-purchase and reactivation • Establish segmentation and personalization logic – develop data-driven customer segments and personalization approaches to improve relevance and conversion rates • Turn data into actionable CRM insights – monitor performance, identify opportunities and continuously optimize • Work closely with Marketing on content execution – provide CRM-driven input to the content plan and collaborate to run campaigns efficiently