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 (Know Your Customer), KYB (Know Your Business), and KYI (Know Your Investor) 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, empowering a safer, fraud-free digital world.

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 across European markets.

Growth means expanding existing customers; new logos remain the responsibility of Sales. This is a hands-on, commercially focused role requiring proactive ownership of both customer strategy and day-to-day execution. The primary focus will be Europe, although the company may also assign accounts from other regions or industries where business needs require it.

Responsibilities

1. Customer Retention & Churn

• Own customer retention (GRR and NRR) across the European portfolio and proactively minimise churn.

• Monitor account health, account balances, product usage, and engagement levels to identify early signs of potential downsell or churn.

• Take proactive action on low-credit accounts to encourage timely top-ups, recover negative balances, and maintain healthy customer activity.

• Develop and execute retention strategies and save plans, making clear save-or-exit decisions where necessary.

• Own renewals across the region, initiating discussions well ahead of contract expiry and maintaining accurate renewal forecasts.

• Keep CRM records updated, including lifecycle stages, churn reasons, engagement status, renewal dates, and account health.

2. Account Expansion & Growth

• Own the regional expansion target by growing existing accounts through top-ups, upselling, cross-selling, and increased verification volumes.

• Understand each customer's industry, business model, geographical presence, and regulatory requirements to identify relevant growth opportunities.

• Drive multi-product adoption, ensuring customers can address their KYC, KYB, AML, and identity verification requirements through Shufti's solutions.

• Identify opportunities for longer-term agreements, higher committed volumes, and expanded product adoption.

• Develop account growth plans and ensure every expansion opportunity is supported by documented customer conversations, commercial proposals, and clear next steps.

3. Win-Back & Reactivation

• Proactively engage churned and inactive European accounts to identify opportunities for reactivation.

• Understand the reasons behind customer churn, changes in business requirements, and potential barriers to returning.

• Develop tailored win-back strategies based on customer needs, product suitability, and commercial opportunities.

• Run reactivation campaigns, document churn reasons, and maintain accurate records of recovery efforts.

• Close out accounts that are no longer commercially viable or have no realistic opportunity for reactivation.

4. Onboarding & Time-to-Value

• Lead the onboarding process for new customers, developing a clear understanding of their business, use cases, and operational requirements.

• Ensure a smooth onboarding journey and support customers in reaching their first live traffic within agreed timelines.

• Review customer plans and product configurations to ensure they meet business requirements and identify any gaps requiring attention.

• Guide customers through integration, testing, and their first live verification requests.

• Coordinate with Product, Technical, and Support teams to resolve onboarding challenges and accelerate product adoption.

• Maintain updated customer success plans and ensure customers are successfully onboarded, activated, and receiving value from Shufti's solutions.

5. Technical Enablement

• Act as a knowledgeable product partner, helping customers understand and use Shufti's platform effectively.

• Configure and demonstrate Journey Builder flows, the back office, reporting tools, manual review processes, API keys, and other relevant platform features.

• Guide customers through integration options, including API, SDK, and iframe implementations, ensuring they remain on test accounts until they are production-ready.

• Troubleshoot issues such as pass-rate drops, OCR errors, callback failures, and other integration-related challenges.

• Capture relevant reference IDs and coordinate with Technical and Engineering teams to investigate and resolve complex issues.

• Advise customers on appropriate configurations, including document types, biometrics, match-score thresholds, duplicate detection, and branding requirements.

6. European Market Coverage & Presence

• Provide responsive customer coverage aligned with European business hours.

• Build strong relationships with customers across key European markets and understand regional business practices and customer expectations.

• Communicate professionally with customers in English; additional European languages such as German, French, Spanish, or other relevant languages are an advantage.

• Travel within Europe when required to meet strategic customers, strengthen relationships, attend business meetings, and represent Shufti at industry events and conferences.

• Maintain effective communication and coordination with internal teams across different time zones.

7. Regional & Regulatory Knowledge

• Develop a strong understanding of the European regulatory landscape, including relevant AML/KYC requirements, GDPR, EU AML regulations, and applicable national regulatory frameworks.

• Understand relevant requirements and developments affecting financial institutions, fintech businesses, payment providers, crypto businesses, and other regulated industries.

• Stay informed about relevant European regulatory developments, including AML package implementation, MiCA, and applicable Travel Rule obligations.

• Help customers understand how Shufti's solutions can support their compliance and identity verification requirements, without making commitments beyond what Compliance and Legal have approved.

• Proactively inform affected customers about upcoming regulatory changes and help them prepare for potential operational or compliance requirements.

• Understand customers' broader identity verification and compliance needs, including areas that may extend beyond Shufti's existing product offering.

• Monitor regulatory developments and maintain awareness of Shufti's positioning against competing solutions in the European market.

8. Customer Engagement & Advocacy

• Build strong, long-term relationships with customers and become their trusted point of contact.

• Conduct structured, agenda-driven customer meetings and business reviews (MBRs and QBRs) according to account tier and engagement requirements.

• Maintain relationships with multiple stakeholders within each account, including operational, technical, compliance, and senior management contacts.

• Prepare updated account plans, customer briefs, usage reports, and meeting agendas ahead of customer interactions.

• Identify opportunities to generate customer advocacy through G2 reviews, case studies, press opportunities, customer references, and referrals to Sales.

• Monitor and support customer satisfaction, NPS, and CSAT performance across the assigned portfolio.

9. Cross-Functional Collaboration & Teamwork

• Act as the primary customer contact and represent the customer's voice internally across Product, Engineering, Technical Support, and Compliance.

• Work closely with the Head of Customer Success, Sales, RevOps, Support, Technical, and Finance teams on customer queries, account handovers, forecasting, escalations, and reporting.

• Ensure new business opportunities and new-logo requirements are appropriately routed to the Sales team.

• Maintain strong internal communication and alignment with leadership and colleagues.

• Support team members when required and contribute to improving customer success processes, knowledge sharing, and overall team performance.

Role Requirements

• Based in Europe, legally authorised to work in the relevant country, and able to provide coverage during European business hours.

• Fluent English is required. Additional European languages, particularly German, French, Spanish, or other relevant regional languages, are an advantage.

• 3+ years of experience in Customer Success, Account Management, or a similar client-facing commercial role.

• Experience in SaaS, identity verification, fintech, payments, banking, crypto, or regulatory compliance is highly preferred.

• Strong understanding of customer retention, renewals, account growth, upselling, cross-selling, and churn prevention.

• Technically confident with product configuration and integration-related topics, including API, SDK, and iframe implementations.

• Working knowledge of AML, KYC, KYB, and relevant European regulatory requirements.

• Demonstrated ability to own retention and expansion targets, maintain accurate CRM records, and deliver reliable commercial forecasts.

• Strong communication, relationship-building, negotiation, problem-solving, and stakeholder-management skills.

• Willingness to travel within Europe for customer meetings and industry events when required.

• Ability to complete and maintain Shufti product certification and demonstrate a commitment to ongoing learning.

• Self-directed, commercially minded, and capable of managing a large customer portfolio through effective prioritisation and proactive engagement.