Customer Success Manager – Europe

Customer Success Manager – Europe (EU) About Shufti Shufti is a global leader in AI-powered identity verification (IDV) and anti-money laundering (AML) solutions, offering advanced KYC, KYB, and KYI services that enable businesses to onboard customers securely and meet regulatory requirements. Founded in 2017 and trusted by industry leaders in FinTech, Crypto, Banking, E-commerce, and iGaming, our technology delivers real-time verification in over 240 countries and territories. The Customer Success Manager – Europe reports to the Head of Customer Success and owns the health, retention, and growth of the European customer base, providing in-region, in-hours coverage. Growth means expanding existing customers; new logos remain Sales’ responsibility. This hands-on, commercially focused role owns customer strategy and day-to-day execution. The primary focus is Europe, although accounts from other regions or industries may also be assigned. Responsibilities Customer Retention & Churn: Own retention across the European portfolio and minimise churn. Monitor account health, balances, usage and engagement; act on low-credit accounts, encourage top-ups and recover negative balances. Develop retention strategies and save plans, make save-or-exit decisions, own renewals and forecasts, and keep CRM lifecycle, churn, engagement, renewal and health records accurate. Account Expansion & Growth: Grow existing accounts through top-ups, upselling, cross-selling and increased verification volumes. Understand customers’ industries, business models, geographical presence and regulatory needs. Drive adoption of KYC, KYB, AML and identity verification products, identify longer agreements and higher volumes, and document growth plans, customer conversations, proposals and next steps. Win-Back & Reactivation: Engage churned and inactive European accounts, identify reasons for churn and barriers to return, and develop tailored win-back strategies. Run reactivation campaigns and record recovery efforts. Close accounts without a commercially viable reactivation opportunity. Onboarding & Time-to-Value: Lead onboarding and understand customers’ businesses, use cases and operational requirements. Support customers in reaching first live traffic on time, review plans and product configurations, guide integration, testing and initial live verification requests, and coordinate with Product, Technical and Support teams. Maintain success plans and ensure customers are activated and receiving value. Technical Enablement: Help customers use the platform. Configure and demonstrate Journey Builder flows, back office, reports, manual reviews, API keys and other features. Guide API, SDK and iframe integrations and keep customers on test accounts until production-ready. Troubleshoot pass-rate drops, OCR errors, callback failures and integration challenges; coordinate complex issues with Technical and Engineering; advise on document types, biometrics, match-score thresholds, duplicate detection and branding. European Market Coverage & Presence: Provide responsive coverage during European business hours, build relationships across European markets and communicate professionally in English. Travel within Europe as required for strategic customer meetings, business meetings, industry events and conferences. Coordinate across time zones. Regional & Regulatory Knowledge: Understand European AML/KYC requirements, GDPR, EU AML regulations and national frameworks, including developments affecting financial institutions, fintech, payment providers and crypto businesses. Stay informed about AML package implementation, MiCA and Travel Rule obligations. Explain approved solution capabilities without commitments beyond Compliance and Legal approval; alert customers to regulatory changes and help them prepare. Understand broader customer needs and competitor positioning. Customer Engagement & Advocacy: Build long-term relationships and act as a trusted point of contact. Hold structured MBRs and QBRs, maintain relationships with operational, technical, compliance and senior stakeholders, and prepare account plans, briefs, usage reports and agendas. Support advocacy through G2 reviews, case studies, press, references and Sales referrals. Monitor NPS and CSAT. Cross-Functional Collaboration & Teamwork: Represent the customer internally across Product, Engineering, Technical Support and Compliance. Work with Customer Success, Sales, RevOps, Support, Technical and Finance on queries, handovers, forecasting, escalations and reporting. Route new-business opportunities to Sales, maintain internal alignment, support colleagues and improve processes and knowledge sharing. Role Requirements Be based in Europe, legally authorised to work in the relevant country and available during European business hours. Fluent English is required; German, French, Spanish or other relevant European languages are advantageous. At least 3 years of Customer Success, Account Management or similar client-facing commercial experience is required. SaaS, identity verification, fintech, payments, banking, crypto or regulatory compliance experience is highly preferred. Strong knowledge of retention, renewals, account growth, upselling, cross-selling and churn prevention is required. Be confident with product configuration and API, SDK and iframe integrations; have working knowledge of AML, KYC, KYB and European regulations; and demonstrate ownership of targets, CRM accuracy and forecasts. Strong communication, relationship-building, negotiation, problem-solving and stakeholder-management skills are expected, as are willingness to travel, ability to complete and maintain Shufti product certification, ongoing learning, self-direction, commercial judgement and effective prioritisation.