Junior Customer Success Manager
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Job Description
Junior Customer Success Manager managing B2B customer relationships for Sumsub’s AI-powered compliance and fraud-prevention platform. Driving retention, renewals, product adoption, and account growth.
Responsibilities:
- Manage a portfolio of existing business customers as their main point of contact
- Understand customer business goals and build relationships with business and technical stakeholders
- Hold regular customer meetings and quarterly business reviews
- Discuss product usage, success metrics, future plans, and relationship-building next steps
- Manage renewals and identify potential churn risks
- Work with customers and internal teams to address churn risks
- Identify and develop upsell and cross-sell opportunities
- Explain relevant product features and guide customers through new functionality
- Collaborate with Sales, Solution Architects, Support, Product, and other internal teams to resolve customer issues
- Follow through on agreed actions
- Share customer feedback internally to improve products and customer experience
Requirements:
- Relevant experience in customer success, account management, business development, or a similar client-facing role in B2B SaaS, fintech, payments, or crypto
- Experience involving ongoing customer relationships
- Understanding of customer retention, renewals, and account growth
- Ability to recognise relevant upsell and cross-sell opportunities
- Ability to learn a technical product and explain its features and business value clearly
- Ability to analyse customer usage and performance data and turn it into clear insights and recommendations
- Strong organisational skills and ability to prioritise across multiple accounts
- Ability to take initiative and follow through on commitments
- Advanced English
- Ability to lead customer calls, present findings, and communicate clearly in writing
- Familiarity with KYC, KYB, AML, or fraud prevention would be a plus
Benefits:
- Remote-first, trust-based culture
- Work from the place that works best for you
- No mandatory office days and no attendance trackers
- Offices or coworking spaces available in some locations, with employee choice
- Flexible working hours with no fixed 9-to-5 schedule
- Birthday holiday
- 10 personal days each year
- Seven sick days without paperwork
- Extra time off for Christmas and New Year
- Learning opportunities and role-specific events covered
- Personal development plans
- Fully covered team offsite trips several times a year
- Tools and hardware provided
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