Customer Success Manager

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

📋 Description

• Take ownership of and manage a portfolio comprising high-value Enterprise and key Commercial accounts.

• Cultivate profound, multi-layered relationships with executive decision-makers and key stakeholders.

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

• Lead intricate onboarding processes alongside Implementation and Professional Services teams.

• Ensure rapid time-to-value and effective adoption across hybrid IT environments.

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

• Prepare and conduct strategic, metrics-driven quarterly and executive business reviews.

• Collaborate with Account Executives and Account Managers on strategic account initiatives.

• Spot expansion and upsell opportunities while driving strong Net Retention Rates.

• Act as the primary contact for escalations related to strategic accounts.

• Champion customer product enhancements with the Product and Engineering teams.

• Maintain technical proficiency in JumpCloud’s platform, contemporary IT architectures, and prevailing industry trends.

• Provide guidance to customers regarding security and identity best practices.

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

• Work collaboratively with Sales, Account Management, Support, Solutions Engineering, Product, Implementation, and Professional Services teams.

⛳️ Requirements

• A minimum of 7 years of customer-facing experience in B2B SaaS Customer Success or Strategic Account Management.

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

• Strong domain expertise 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 C-suite IT leaders, VPs, and technical stakeholders.

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

• Excellent verbal, written, and presentation abilities.

• Proficient in translating intricate technical concepts into business outcomes.

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

• Self-motivated and able to thrive in a high-growth, remote-first environment.

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

• Fluent in spoken and written English.

• Must reside within one of the 50 U.S. states.

🏝️ Benefits

• A variety of medical plans, including a high deductible HSA plan with employer contributions.

• Two dental insurance options.

• Vision coverage.

• Flexible spending account (FSA).

• Employee assistance program (EAP).

• Short- and long-term disability insurance.

• Life insurance coverage.

• 401(k) savings plan with matching contributions.

• Flexible paid time off policy.

• Options for remote work within the United States.

• Opportunities to spend time at JumpCloud offices in the Denver/Boulder area.

• Professional development and expertise-sharing opportunities.

• Commitment to equal opportunity employment.