• 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

• Track daily, weekly, and monthly metrics tied to community customers (accounts under $5K monthly spend) • Remain responsive and available to maximize customer satisfaction—addressing inquiries, technical requests, and following through on timelines • Proactively identify issues across your book of customers and engage internal teams to resolve them • Leverage AI tools daily to automate workflows, surface insights, and optimize how you manage your book of business—we're looking for someone who's already building AI into how they work, not just open to it • Respond to customer inquiries about messaging compliance, content guidelines, and registration timelines • Develop strong relationships with key stakeholders, establish critical goals and KPIs, and help customers achieve their messaging objectives • Review prospective traffic for compliance and work with customers to resolve messaging issues • Coordinate with the Telnyx Messaging Team to ensure a smooth compliance experience • Maintain and manage large datasets while keeping customers informed throughout the process