Customer Success Manager

This is a fully remote position, open to applicants in Mexico.

📋 Description

• Take ownership of and manage a diverse portfolio of high-value Enterprise, Commercial, and SMB accounts.

• Serve as a trusted advisor and strategic partner to CIOs, CISOs, VPs/Directors of IT, and other IT executives.

• Foster product adoption, enhance customer retention, and ensure long-term value realization.

• Cultivate deep, multi-dimensional relationships with executive decision-makers and key stakeholders.

• Develop and implement customized Customer Success Plans that align with client business objectives.

• Collaborate with Implementation and Professional Services teams to streamline onboarding and accelerate time-to-value.

• Assess portfolio health and user engagement, utilizing AI and data to mitigate adoption challenges and churn risks.

• Prepare and conduct metrics-driven Quarterly Business Reviews (QBRs) and Executive Business Reviews.

• Collaborate with Account Executives and Account Managers to pinpoint expansion and upsell opportunities and enhance Net Retention Rates.

• Act as the primary contact for escalations regarding strategic accounts.

• Advocate for customer-driven product enhancements with Product and Engineering leadership.

• Maintain up-to-date technical expertise in JumpCloud’s platform, modern IT architectures, and industry trends.

• Success will be measured by metrics such as NRR, GRR, customer health, platform adoption, product engagement, onboarding time-to-value, and contribution to the qualified expansion/upsell pipeline.

⛳️ Requirements

• 7+ years of experience in customer-facing roles within B2B SaaS Customer Success or Strategic Account Management.

• Experience in managing Enterprise or high-ARR Commercial accounts.

• Strong background in the SaaS industry.

• Preferred knowledge in IT infrastructure, Identity & Access Management (IAM), Directory Services, SSO/MFA, Mobile Device Management (MDM), Zero Trust, and Security/System Administration.

• Demonstrated ability to establish trust and credibility with business and IT stakeholders, including C-suite IT leaders, VPs, and technical stakeholders.

• Capability to synthesize complex customer requirements, assess account health metrics, and create actionable success plans.

• Exceptional verbal, written, and presentation communication skills.

• Proficiency in translating intricate technical concepts into tangible business outcomes.

• Strong organizational, project management, and cross-functional leadership abilities.

• Bachelor’s degree or equivalent relevant experience.

• Must reside in and be authorized to work in Mexico without restrictions.

• Fluent in English and Spanish.

• Willingness to travel for customer meetings and workshops approximately 10% of the time.

🏝️ Benefits

• Remote-first work environment within Mexico.

• Opportunity to collaborate with talented teams across more than 15 countries.

• Professional development and knowledge-sharing opportunities.

• A voice in the organization with the chance to contribute ideas.

• Supportive board and experienced executive team.

• Opportunities for customer travel/requirements: approximately 10%.