Senior Vice President of Global Customer Success, Support

Job not on LinkedIn

🔥 0 minutes ago

🏄 California, Colorado, +2 more states – Remote

🏄 California – Remote ⛰️ Colorado – Remote 🗽 New York – Remote 🤠 Texas – Remote

⏰ Full Time

🟠 Senior

🏆 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

• Lead the global Customer Success, Global Technical Support, and Account Management organization • Own the post-sale journey for technical support, professional services, and customer success teams • Lead a global team of 100+ across the US, UK, Mexico, and India • Transform the department to an AI-first operational model using automation and machine learning • Automate workflows, streamline ticket resolution, and personalize customer engagement at scale • Refine people, process, and technology frameworks for efficient growth • Customize onboarding for SMG, Commercial, and Enterprise customer segments • Lead revenue-oriented expansion teams while focusing on customer trust and experience • Define AM, TAM, and CSM responsibilities • Own the end-to-end post-sale experience and Net Retention Rate • Use predictive data and tools to identify and mitigate churn risks • Be accountable for global NPS and CSAT metrics • Improve onboarding and long-term retention • Build feedback loops between customers and Engineering/Product • Translate customer pain points into actionable product roadmap feedback • Manage five direct reports and a 100+ person global organization • Present operational updates and metric-backed strategies to the Executive Team and Board of Directors

🎯 Requirements

• Significant experience leading Technical Support, Account Management, and Customer Success teams across SMB, Commercial, and Enterprise segments in a fast-growing SaaS environment • Experience managing distributed teams across multiple time zones, specifically India, NAM, LATAM, and EMEA • Proficiency in using data for capacity planning, health scoring, and operational efficiency • History of strengthening data trails and understanding churn and CSAT indicators • Experience refining individual KPIs for a global team and improving operational frameworks • Ability to travel approximately 30% of the time to domestic and international customer sites, leadership meetings, and team meetings • Fluent spoken and written English • Authorization to work in the United States

🏖️ Benefits

• Remote-first work within the specified country • Opportunity to work with global teams across 15+ countries • Professional growth and expertise-sharing opportunities • Supportive executive team and board • Equal opportunity employment • Travel to customer sites and leadership/team meetings (approximately 30% of the time)