Customer Success Manager

🔥 15 hours ago

🇺🇸 United States – Remote

💵 $100k - $150k / year

⏰ Full Time

🟠 Senior

🔴 Lead

🏆 Customer Success

🦅 H1B Visa Sponsor

This company has sponsored H1B visas in the past.

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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 and key Commercial accounts • Develop deep, multi-threaded relationships with executive decision-makers and stakeholders • Build and execute tailored Customer Success Plans aligned with client business outcomes • Guide complex onboarding initiatives with Implementation and Professional Services teams • Ensure swift time-to-value and adoption across hybrid IT environments • Monitor portfolio health and user engagement, using AI and data to address adoption bottlenecks and churn risks • Prepare and facilitate strategic, metrics-driven quarterly and executive business reviews • Partner with Account Executives and Account Managers on strategic account plans • Identify expansion and upsell opportunities and drive strong 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 • Advise customers on security and identity best practices • Success measured by NRR/GRR, customer health, platform adoption, product engagement, onboarding time-to-value, and qualified expansion/upsell pipeline contribution • Collaborate with Sales, Account Management, Support, Solutions Engineering, Product, Implementation, and Professional Services teams

🎯 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 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 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 • Self-starter able to work in a high-growth, remote-first environment • Willingness to travel for customer meetings and workshops, about 10% • Fluent spoken and written English • Must be located within one of the 50 U.S. states

🏖️ Benefits

• Several medical plans, including a high deductible HSA plan with employer contribution • Two dental plans • Vision insurance • Flexible spending account (FSA) • Employee assistance program (EAP) • Short- and long-term disability insurance • Life insurance • 401(k) savings plan with match • Flexible paid time off policy • Remote work within the United States • Opportunity to spend time in JumpCloud offices in the Denver/Boulder area • Professional growth and expertise-sharing opportunities • Equal opportunity employment