Technical Customer Success Manager – Enterprise, Commercial Segments

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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 the end-to-end post-sales lifecycle for an assigned portfolio of Enterprise or Commercial customers • Serve as the primary trusted advisor for technical stakeholders, including IT administrators, security leaders, and executive sponsors • Develop and maintain tailored Success Plans aligned to customer business objectives and technical priorities • Drive customer onboarding, adoption milestones, and time-to-value outcomes • Proactively monitor customer health and identify risks to retention or adoption • Partner with customers to optimize platform configuration, deployment, and ongoing usage • Support customers through feature rollouts, workflow optimization, and change management to increase product adoption and deepen platform utilization • Own complex customer escalations and serve as the primary point of coordination across internal teams • Diagnose technical adoption blockers and business risks • Partner with Support, Product, and Engineering to drive timely issue resolution and to provide technical context when customers. • Develop mitigation plans for at-risk accounts and lead retention-focused customer strategies • Conduct regular business reviews and executive check-ins to demonstrate value realization and align on future goals including case histories as well as bug reporting • Partner with Account Managers to identify expansion opportunities and technical use cases that support customer growth • Influence internal roadmap discussions by surfacing customer insights and market trends • Willing to travel on-site to customer locations and/or for company events if required

🎯 Requirements

• 5+ years of customer-facing experience in SaaS, Customer Success, Technical Account Management, Solutions Engineering, Enterprise Technical support. At least 3 years in a technical role • Deep technical expertise and a high aptitude in a customer-facing position • Strong technical depth in at least 3 of the following: • Identity and access management • SAML / SCIM / SSO • Active Directory / LDAP / Okta / Google Workspace • Windows / macOS / Linux administration • MDM / endpoint management • REST APIs and integrations • Security and Zero Trust frameworks • Proven ability to manage strategic customer relationships and executive stakeholders • Strong problem-solving and troubleshooting skills • Excellent verbal and written communication skills • Ability to translate technical concepts into business outcomes • Strong organizational and time-management skills in a fast-paced SaaS environment • A proactive desire to stay ahead of the curve in the MDM/endpoint landscape, with the ability to lab-test new features and integrations before presenting them to customers • Experience with ADFS, GPOs, AD Device Management, AzureAD Connect, and IntuneOkta administrative experience or certification preferred • Google Workspace administrative experience, AWS Experience & Skills desired (S3, Lambda, EC2, CloudWatch)Device Management - Windows, macOS, and Linux Operating Systems, LDAP administration, troubleshooting, and maintenance experience, Networking & Authentication (RADIUS a plus!)In-depth knowledge of Single Sign-on, SCIM, JIT, and SAML, Scripting experience, PowerShell preferred • Software systems setup and configuration experience

🏖️ Benefits

• JumpCloud® is an equal opportunity employer • All applicants will be considered for employment without attention to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran or disability status