Role Purpose

Jumio’s customers do more than renew. They expand, advocate and become proof points that help win new business. The Senior Manager, Customer Marketing will build the programs, communications and campaigns needed to make that happen at scale.

You will own the customer marketing function across Jumio’s existing customer base, working at the intersection of Marketing, Customer Success and Account Management. You will build lifecycle communications that reinforce value, establish a structured advocacy program that turns satisfied customers into active references, and create events and content that strengthen customer relationships.

This is a senior individual-contributor position with end-to-end program ownership and no direct revenue quota.

Role Value

By joining Jumio’s marketing organization, you will:

Build the infrastructure and operating model for customer marketing at Jumio
Give Customer Success and Account Management repeatable programs and content that support adoption, renewal and expansion
Develop a reliable network of customer advocates, references and speakers
Turn customer insights into useful input for Product, Marketing and go-to-market teams
Create customer proof that strengthens Jumio’s credibility and supports new business

Example Responsibilities

Own Jumio’s customer communication calendar, including product updates, feature-adoption campaigns and lifecycle email programs that keep customers informed and engaged
Build and manage a structured customer advocacy program covering references, case study participants, G2 reviewers, event speakers and advisory board members
Partner with Corporate Marketing to develop customer case studies, testimonials and other customer proof
Build and executive-produce Jumio’s Customer Advisory Board from the ground up, including defining membership criteria, recruiting senior customer leaders, developing the strategic agenda and maintaining engagement between meetings
Turn Customer Advisory Board insights into actionable product and go-to-market input and communicate resulting actions back to participating customers
Plan and execute customer-facing webinars, user groups, executive roundtables and other events that build community and complement the Customer Advisory Board
Identify opportunities to create case studies, testimonials, reviews and peer proof that accelerate new-logo sales cycles and reinforce Jumio’s credibility in the identity verification market
Partner with Account Managers, Customer Success Managers and Product Marketing to develop scalable content, templates, customer proof points and strategic guidance that support renewal and expansion conversations
Provide tailored customer marketing support for select strategic renewal and expansion opportunities
Manage Jumio’s presence on G2, TrustRadius and equivalent peer-review platforms as an ongoing customer marketing channel
Track and report on the advocacy pipeline, program participation, content usage, engagement rates and influence on retention and expansion outcomes

Measures of Success

A healthy and active advocacy pipeline, with references, case studies, reviews and speakers available when needed
Customer Success and Account Management teams regularly using Customer Marketing content in renewal and expansion conversations and rating that content as useful
Measurable influence on net revenue retention in accounts participating in Customer Marketing programs
Strong attendance and participation in customer events, with post-event customer health indicators demonstrating program impact
Growing review volume and strong ratings across G2 and other relevant peer-review platforms
Product and feature-adoption campaigns that demonstrably improve utilization metrics

Special Projects

Initial priorities for this role include launching Jumio’s Customer Advisory Board, establishing a formal advocacy and reference program, creating a repeatable customer webinar and communications calendar, and building the reporting needed to measure program engagement and commercial influence.

Experience and Qualifications

5 or more years of experience in customer marketing, lifecycle marketing or a closely related role within B2B SaaS or enterprise software
Proven experience building and operating a structured, scalable customer advocacy or reference program
Experience building or managing a Customer Advisory Board or comparable executive customer community
Strong content instincts and the ability to turn customer conversations into compelling case studies, testimonials and campaign materials
Experience partnering with Customer Success, Account Management and Sales without direct authority
Comfort working with customer success platform data, product usage signals and campaign analytics to inform targeting and measure results
Experience planning and executing customer-facing events, from webinars to executive roundtables
Technical fluency and the ability to create credible content for sophisticated business, technology and compliance audiences
Domain knowledge of identity verification, KYC/AML, fintech, fraud prevention or another regulated technology sector

Key Relationships

Internally, your closest partners will be the Customer Success team, which will serve as a primary source of advocate candidates and campaign targeting signals; Account Managers, who will use Customer Marketing content in renewal and expansion conversations; and Product Marketing, which will be a key upstream content partner.

You will report to the Senior Director of Product and Program Marketing and have a dotted-line relationship with the SVP, Customer Success.

Externally, you will develop genuine relationships with customer champions and advocates, managing those relationships as long-term partnerships rather than entries in a reference database.

Key Characteristics and Attitudes

In a recent global survey, these attributes were valued by Jumios across 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
Comfortable with both the big picture and the detail

Jumio Values

IDEAL: Integrity, Diversity, Empowerment, Accountability, Leading Innovation

Company

Jumio is the future for online and mobile identity verification. We are the largest and fastest-growing company in the identity verification space. With a global footprint, we are expanding the team to meet strong client demand across industries including Financial Services, Travel, Sharing Economy, Fintech, Gaming and many more.

Equal Opportunities

Jumio is a collaboration of people with different ideas, strengths, interests and cultures. We encourage applications and colleagues from all backgrounds and of all statuses.

Compensation

For candidates hired in the United States, the hiring range for this position is $140,000 to $160,000. This is based on Jumio’s US national salary band for the role. Geographical adjustment is applied for tier 1 locations, and more may be available based on skills and experience.

Excellent benefits, including medical and dental insurance, health and wellness benefits, peer recognition, flexible time off and a 401(k) match, are also provided to all US employees.