VP Global Customer Success

Global Customer Delivery Palo Alto, California


Role Purpose: 

Leading the strategy and operational execution of Jumio’s post-sales customer support, your organization provides technical and functional expertise across our suite of identity verification, KYC, AML, Authentication and Risk Management solutions directly to our customers. At heart, it’s about identifying and resolving any issues that impact our customers and delivering continual improvement in our processes and products. Success includes turning customers into vocal advocates for Jumio’s solutions as well as raising the awareness and importance of customer-centric thinking across the organization. 

Role Value: 

This position has a direct impact on Jumio’s continued growth and maturity through increasing customer satisfaction, reducing churn and resolving any issues that our customers face. By removing friction and increasing customer satisfaction you’ll be impacting upsell and cross selling at the same time as building on our reputation for quality solutions. 

Example Responsibilities:

Build and develop a world-class Customer Success Team: 

  • Recruit and develop the global team, including developing leaders 
  • Attract and develop high potential individual contributors to the team
  • Foster collaboration across the global team
  • Create a rapid onboarding and training process for new team members - and encourage continual learning across the function

Drive customer success maturity: 

  • Increase renewal rates 
  • Reduce churn 
  • Improve customer satisfaction through fixing any issues effectively
  • Influence the lifetime value of customers by increasing adoption rates and supporting revenue growth through up and cross-sell

Define and optimize the customer lifecycle: 

  • Map the customer journey with clear listening points and feedback mechanisms 
  • Standardize and optimize interventions for each point on the customer journey 
  • Define segmentation of customer base with associated, targeted strategies

Measure and improve the effectiveness of Customer Success at Jumio:

  • Define the operational metrics globally 
  • Establish and enhance tracking and reporting of key metrics

Manage Customer Success activities:

  • Onboarding, training, renewals, cross-sell and upsell 
  • Issue resolution - identifying and resolving issues proactively 

Enhance Effectiveness and Efficiency through technology:

  • Manage and optimize support systems
  • Develop reference and advocacy solutions
  • Manage and develop the customer success management platform

Inspire Customer Success across the organization:

  • Create a company-wide culture of customer success
  • Align with Marketing on marketing to existing customers
  • Align with Product to feed into the product roadmap
  • Align with Sales on cross-sell and up-sell opportunities - with a particular emphasis on selling with a retention focus
  • Align with Finance around measurement and forecasting  
  • Represent Customer Success at the Executive level
  • Drive a company wide definition of the ideal customer
  • Create a company-wide customer feedback look to ensure we have a single, coherent, view of each customer

Experience and Qualifications:

  • Significant Customer Success leadership experience in a global SaaS business with revenues of >$200M 
  • Exceptional ability to drive consensus and collaboration across multiple functions and locations
  • Deep understanding of the value drivers in a recurring revenue business
  • Demonstrated desire for continuous learning and improvement 
  • Proven ability to attract, develop and retain global teams of CS professionals
  • Excellent record of identifying and resolving issues quickly and effectively

Great to have Experience and Qualifications:

  • Experience in the Identity Verification, Fraud, AML or Security sector would be beneficial
  • Additional language skills, especially Spanish would be servicial 
  • Experience in an organization going through rapid and sustained growth 

Key Characteristics and Mindset:

In a recent global survey these attributes were valued by Jumios in all locations and functions - we firmly believe in hiring for mindset 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

Jumio is the future for online and mobile ID verification. We are the largest and fastest growing company in the ID verification space. 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. 

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.