[Hiring] Customer Success Manager @Sumsub

Role Description

We’re looking for a Customer Success Manager to manage a portfolio of business customers, help them get value from Sumsub’s products, and drive customer retention and account growth.

• Managing a portfolio of existing customers and acting as their main point of contact, understanding their business goals and building relationships with business and technical stakeholders.
• Holding regular customer meetings and quarterly business reviews to discuss product usage, success metrics, plans for future periods and next steps for driving relationships.
• Managing renewals and identifying potential churn risks, working with customers and internal teams to address them.
• Identifying and developing upsell and cross-sell opportunities based on each customer’s needs.
• Helping customers get more value from our products by explaining relevant features and guiding them through new functionality.
• Working with Sales, Solution Architects, Support, Product, and other internal teams to resolve customer issues and follow through on agreed actions.
• Sharing customer feedback internally to help improve our products and customer experience.

Qualifications

• Relevant experience in customer success, account management, business development, or a similar client-facing role in B2B SaaS, fintech, payments, or crypto, involving ongoing customer relationships.
• Understanding of customer retention, renewals, and account growth, with the 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, with the ability to prioritise across multiple accounts, take initiative, and follow through on commitments.
• Advanced English, with the ability to confidently 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, no attendance trackers.
• True flexibility with working hours.
• Extra time off, including your birthday as a holiday and additional personal and sick days.
• Work that matters, contributing to a secure, accessible, and inclusive digital world.
• Fair and transparent compensation, benchmarked to the market.
• Truly global work environment with teammates and customers from all over the world.
• Growth built in with clear goals and personal development plans.
• Celebrating your big moments with financial bonuses for marriage and welcoming a new baby.
• Team offsites to collaborate and recharge together.
• Access to the tools and hardware you need to do your work well.
• Friendly by design, welcoming individuality and different perspectives.

Company Description

Sumsub is the first AI-powered trust infrastructure for compliance operations at scale. It connects identity and business verification, fraud prevention, transaction monitoring, and risk workflows, helping teams reduce manual work and enter new markets.

• Trusted by over 4,000 clients across various sectors including financial services, crypto, mobility, trading, marketplaces, education, and iGaming.
• Recognized as a Great Place To Work® in the US and rated 4.5 out of 5 on Glassdoor.
• 92% of employees are proud to be Sumsubers, and 90% say their work is interesting and challenging.