Customer Success Manager

🔥 0 minutes ago

🇲🇽 Mexico – Remote

⏰ Full Time

🟠 Senior

🔴 Lead

🏆 Customer Success

👻 Ghost score 10%

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JumpCloud

WebsiteLinkedInAll Job Openings

201 - 500 employees

Founded 2013

☁️ SaaS

🔐 Security

🏢 Enterprise

💰 $66M Series F on 2021-10

SaaS • Security • Enterprise

JumpCloud is a unified identity, device, and access management platform that helps organizations centrally manage and secure their IT infrastructure across multiple operating systems and devices. It provides comprehensive solutions for cross-platform device management, cloud-first directory services, Active Directory modernization, and hybrid work enablement. JumpCloud enhances security through features such as zero trust security, passwordless authentication, and multi-factor authentication. Its platform supports automated onboarding and offboarding, identity lifecycle management, conditional access, and compliance management. JumpCloud integrates with various HR systems and offers SaaS management, allowing companies to streamline IT operations and reduce complexity. Trusted by organizations worldwide, JumpCloud is recognized for its ability to unify and secure digital workplace environments efficiently and effectively.

📋 Description

• Own and manage a portfolio of high-value Enterprise, Commercial, and SMB accounts • Act as a trusted advisor and strategic partner to CIOs, CISOs, VPs/Directors of IT, and other IT executives • Drive product adoption, customer retention, and long-term value realization • Develop deep, multi-threaded relationships with executive decision-makers and stakeholders • Build and execute tailored Customer Success Plans aligned with client business outcomes • Partner with Implementation and Professional Services teams to guide onboarding and accelerate time-to-value • Monitor portfolio health and user engagement, using AI and data to address adoption bottlenecks and churn risks • Prepare and facilitate metrics-driven QBRs and Executive Business Reviews • Partner with Account Executives and Account Managers to identify expansion and upsell opportunities and drive Net Retention Rates • Serve as the primary point of contact for strategic account escalations • Advocate for customer product enhancements with Product and Engineering leadership • Maintain technical expertise in JumpCloud’s platform, modern IT architectures, and industry trends • Success measured by NRR, GRR, customer health, platform adoption, product engagement, onboarding time-to-value, and qualified expansion/upsell pipeline contribution

🎯 Requirements

• 7+ years of customer-facing experience in B2B SaaS Customer Success or Strategic Account Management • Experience managing Enterprise or high-ARR Commercial accounts • Strong industry background with SaaS products • Preferred domain knowledge in IT infrastructure, Identity & Access Management (IAM), Directory Services, SSO/MFA, Mobile Device Management (MDM), Zero Trust, and Security/System Administration • Proven ability to build trust and credibility with business and IT stakeholders, C-suite IT leaders, VPs, and technical stakeholders • Ability to synthesize complex customer requirements, evaluate account health metrics, and construct actionable success plans • Outstanding verbal, written, and presentation skills • Ability to translate complex technical concepts into business outcomes • Strong organization, project management, and cross-functional leadership skills • Bachelor’s degree or equivalent practical experience • Must be located in and authorized to work in Mexico without restriction • Proficient in English and Spanish • Willingness to travel for customer meetings and workshops approximately 10%

🏖️ Benefits

• Remote-first work arrangement within Mexico • Opportunity to work with talented teams across 15+ countries • Professional growth and expertise-sharing opportunities • Voice in the organization and opportunity to contribute ideas • Supportive board and seasoned executive team • Customer travel opportunities/requirements: approximately 10%