Customer Success Manager Emea Us Jobs

2 open positions found · Salary range: $10 - $25

Customer Success Manager - EMEA & US

PoppuloParis, A8, FR

$10 - $25/yr

Want to help shape what comes next at a successful, fast-growing software company? Company Overview At Poppulo, we help the world's leading organizations reach every employee, wherever they work. For a large, distributed workforce, that's harder than it sounds. Today's workforce is spread across offices, factories, retail stores, hospitals and other frontline locations. No single communication channel can reach everyone. Poppulo brings those channels together in one AI-powered employee experience platform, helping companies deliver relevant communications wherever their people are located. More than 10,000 organizations trust us to connect with their workforce across email, mobile, intranet, Microsoft Teams, and digital signage. Our communications reach more than 50 million employees worldwide, and the platform delivers content to more than 600,000 digital signs around the globe. We also help employees engage with their company, celebrate one another's contributions, and stay connected wherever they work. We know there's no such thing as a "perfect" candidate—we're all works in progress, picking up new skills as we go. So apply even if you don't tick every box. We want people who see things differently—because that's how we see things too. The Opportunity The role You own the business side of enterprise accounts in US \& EMEA: strategy, growth and the executive relationship. A dedicated Digital Project Manager runs operational delivery with you, in a true duo. Your job is to be the trusted advisor sponsors call first. You manage a portfolio of 10 to 25 enterprise accounts in a genuinely high-touch model: recurring senior-level touchpoints per account, direct relationships with Directors and C-levels, and full ownership of the commercial cycle from qualification to closing. Key Responsibilities Relationships and sponsorship * Build and maintain trust with senior client stakeholders over months, with a proactive cadence per account: you re-engage silent sponsors instead of waiting for the renewal. * Map each account's governance (sponsor, project teams, regional stakeholders, IT, HR) and open doors when contacts change or go quiet. * Lead Steering Committees and business reviews with executive stakeholders. Commercial ownership * Own renewals end to end: anticipate dates months ahead, build the business case, negotiate terms and close. * Identify and qualify upsell and cross-sell opportunities with a structured methodology, then run the full cycle in autonomy. * Turn project data into outcome narratives aligned with each client's business stakes: ROI, adoption, impact. Execution with your DPM * Review and prioritize your portfolio by value, risk and renewal proximity, and arbitrate your agenda accordingly. * Detect churn signals early (usage drops, sponsor silence, stakeholder turnover) and drive the action plan. * Keep a proactive two-way sync with your Digital Project Manager so delivery serves each client's business goals Required Skills \& Experience What we are looking for This role can be a strong fit if you enjoy owning both the relationship and the revenue: building executive trust that lasts through difficult project phases, and running the full commercial cycle yourself. We are looking for someone who treats a client portfolio as a business to grow, with the discipline of account care and the reflexes of a closer. Required experience and skills * You have at least 5 years of experience managing enterprise client portfolios in B2B SaaS, as a Customer Success Manager, Strategic Account Manager, or an Account Executive with genuine account management ownership. * You have personally owned the full sales cycle: renewals, upsell, cross-sell, negotiation and closing. You have deals where you ran the negotiation and the close yourself. * You have managed a high-touch portfolio of 10 to 25 accounts with a structured, recurring, senior-level cadence per account. * You qualify and run long, complex cycles with a structured methodology (MEDDIC, BANT, SPIN or equivalent), and you can show how it changed a real deal. * You have built and sustained direct relationships with Directors and C-levels over 12 months or more, beyond operational contacts, including through difficult project phases. * You turn project data into business narratives: you select the indicators that matter to your client's stakes (ROI, adoption, impact) instead of reporting raw activity. * You have worked with US \& EMEA based enterprise clients and international stakeholders. * You speak and write English at a C2 level. Concise, structured, impactful communication is verified at every step, and the entire hiring process runs in English. Nice to Have * Sustained relationship building. You create trust quickly and maintain it over months: proactive cadence, re-engaging silent sponsors, staying present at Director and C-level rather than retreating to operational contacts. * Proactivity. You anticipate needs, risks and opportunities before the client raises them, and you detect churn signals early. * Prioritization. You take height on your portfolio regularly, rank accounts by value, risk and renewal proximity, and arbitrate your own agenda accordingly. * Team play in a duo. You work as a true pair with a Project Manager: proactive mutual information, respect for their constraints, shared focus on the client's business goals. Prior experience of a CSM and PM duo model is a plus. * Humility and coachability. You self-assess honestly and integrate feedback fast. * Domain and tooling exposure. Internal communications, employee advocacy or engagement knowledge, CS tooling (Gainsight, Planhat or equivalent), BI dashboards, or frontline-worker and manufacturing client contexts are all pluses, none is required. Who We Are We're a values-driven company. We want people to bring their best selves to work and have a real hand in the products we build and the culture we build together. You'll be surrounded by smart, warm people who like a challenge, take ownership, and care about doing work that matters. If that sounds like your kind of place, come join us. We live the Poppulo values each day because they are central to everything we do. * Bring Your Best Self - We show up authentically, remain self-aware, and always strive to improve. * See It. Own It. Solve It - We proactively innovate and solve problems for our customers and one another. We set high standards for our work, build a culture of learning, and acknowledge both our successes and our failures. * Together, We're Better - We value and celebrate our diversity. We learn from others, respect their expertise, and focus on building trust. That's what makes us a team. We've been recognized as a Top 10 Great Place to Work company and named one of the Best Workplaces in Tech and Best Workplaces for Women. We're a fast-growing global technology company with teams in the United States, Ireland, France, the United Kingdom, and India. Poppulo is an equal opportunity employer. We are committed to protecting your privacy. For details on how we collect, use, and protect your personal information, please refer to our Job Applicant Privacy Policy. Please also review AI in Our Hiring Process for information on our approach to AI in hiring and guidance for candidates.

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Customer Success Manager, EMEA

JumioLondon, ENG, GB

From $500,000/yr

Role Purpose: The Senior Customer Success Manager will own a portfolio of enterprise and mid-market accounts across EMEA. This is not a relationship management role — it is a value consulting role. You will bring deep expertise in fraud, identity, and compliance to help customers design optimal identity strategies and realize measurable risk reduction outcomes. You will be expected to understand your customers' business deeply, make the value Jumio delivers visible and quantifiable, and act as the connective tissue between the value that was promised during the sale and the value the customer achieves. You will work closely with Account Managers on renewal and expansion, with the implementation team during the critical customer onboarding and adoption stages, and with Product and Support to close the loop on customer feedback. You will be a named owner of customer health — accountable for knowing which accounts are at risk, why, and what you are doing about it. This role is well-suited to someone who is commercially-minded, data-fluent, and energized by the complexity of enterprise customer relationships. You will be joining at a moment of intentional transformation — there is a significant opportunity to shape how Jumio's customer success motion operates going forward. Responsibilities: Customer Health \& Retention * Own the health of a portfolio of EMEA enterprise and mid-market accounts — you are accountable for knowing which are green, yellow, or red and why * Monitor customer health signals continuously: product utilization, support ticket trends, NPS, executive engagement, and contract consumption pace * Identify early warning signs of dissatisfaction or disengagement before they surface as churn risk — act on health score drops immediately, don't wait for the customer to raise the issue * Own escalation when product gaps or recurring issues are impacting customer outcomes — and close the feedback loop by communicating back to the customer what Jumio is doing * Ensure open support issues are resolved to the customer's satisfaction and that unresolved issues never reach a renewal conversation Fraud \& Compliance Advisory * Serve as a subject matter expert on fraud, identity verification, AML, and digital risk management for your customer portfolio * Advise customer risk and fraud teams on emerging fraud vectors, industry best practices, and regulatory developments relevant to their business * Evaluate customer risk profiles and provide expert recommendations on verification workflow optimization, risk mitigation, and user friction tradeoffs * Identify compliance and regulatory hurdles that may impact product adoption and coordinate with internal teams to resolve them. Value Realization \& ROI * Confirm customers are seeing the outcomes they expected — pass rates, conversion improvement, fraud reduction, compliance — and make that value visible and quantifiable * Own the business outcomes scorecard for each account: track the metrics that matter to the customer and report on them proactively * Prepare and lead regular business reviews (EBRs) that drive decisions — not just report on usage * Connect Jumio's performance back to the customer's original business goals and make the ROI case clearly before the AM enters a commercial conversation * Address gaps between what was promised during the sale and what the customer is experiencing — proactively, not reactive Adoption \& Platform Success * Monitor feature adoption — ensure customers are using everything they paid for and that underutilized capabilities are proactively introduced * Train new users as the customer's team grows or changes, and keep the customer current on new features and product updates relevant to their use case * Build a joint success plan aligned to the customer's evolving business goals — a living document, not a one-time exercise * Partner with the cross-functional teams during the post-go-live period to ensure customers reach full adoption Relationships \& Executive Engagement * Build and maintain multi-threaded relationships across the customer organization — not just the day-to-day contact * Expand relationships to business leaders and executives: a single-threaded account is a renewal risk * Identify and nurture champions within each account who will advocate for Jumio internally * Invite engaged customers into the Jumio community — user groups, advisory boards, reference programs Expansion \& Commercial Partnership * Spot signals that a customer is ready for more — new use cases, new geographies, increased volume, new compliance requirements * Surface expansion opportunities to the Account Manager with a clear business case grounded in the customer's current deployment and proven value * Support the AM in building the commercial case for expansion — you have the customer relationship and the data; the AM has the commercial motion * Identify satisfied customers who could become references, case studies, or advisory board members Skills, Experience and Qualifications: * Multiple years of practitioner experience in Fraud, Identity, AML, or Digital Risk Management — you have worked inside a fraud or compliance function, not just sold to one * Strong consultative and analytical thinking with a focus on risk strategy and workflow design * Ability to distill complex fraud and compliance concepts into clear, value-driven narratives for executive stakeholders * Proven track record managing enterprise accounts with $500K+ ARR — you have owned renewal conversations and have GRR/NRR data to support your candidacy * Demonstrated ability to conduct executive-level business reviews that drive outcomes, not just report activity * Experience building and maintaining customer health frameworks and success plans * Commercial acumen: you understand the connection between customer health and revenue, and you can have credible conversations with economic buyers * Data fluency: you are comfortable working with product usage data, building ROI narratives, and using a CS platform (Planhat, Gainsight, Totango, or equivalent) * Strong communication and executive presence — you are as comfortable presenting to the C-Suite as you are troubleshooting with a technical team Proactive by nature: you identify risks before customers do and you act without waiting to be asked Preferred Qualifications: * Familiarity with API-based or technically complex SaaS products — you do not need to be an engineer, but you need to be comfortable in technical conversations * Experience working in a PE-backed or high-growth transformation environment * Prior experience building or contributing to CS playbooks, health score models, or QBR frameworks What Success Looks Like: In your first 90 days: * You have a clear health rating for every account in your portfolio and a plan for every yellow and red account * You have met the key stakeholders at each account and established a regular operating cadence * You understand the business outcomes each customer is trying to achieve and whether Jumio is delivering them * You have identified the top 3 accounts at renewal risk and have an active plan in place By end of year one: * GRR across your portfolio is at or above target * Every account has a current success plan, a health score, and an EBR cadence * You have surfaced expansion opportunities to the AM team with qualified business cases * Customer satisfaction scores across your portfolio are trending upward Compensation: We offer an annual full-time salary (38.5 hr week) of min 80,000 EUR gross, with a possible overpayment depending on qualifications and experience. Jumio Values: IDEAL: Integrity, Diversity, Empowerment, Accountability, Leading Innovation Equal Opportunities: Jumio is a collaboration of people with different ideas, strengths, interests and cultures. We welcome applications and colleagues from all backgrounds and of all statuses. 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 We will only use your personal information in connection with Jumio's application, recruitment, and hiring processes, as described in Jumio's Applicant Privacy Notice. If you have any questions or comments, please send an email to privacy@jumio.com.

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