Technical Customer Success Manager – Enterprise, Commercial Segments

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

📋 Description

• Take ownership of the complete post-sales lifecycle for a designated set of Enterprise or Commercial clients.

• Act as the primary trusted advisor for technical stakeholders, including IT administrators, security leaders, and executive sponsors.

• Create and sustain customized Success Plans that align with customer business goals and technical needs.

• Facilitate customer onboarding, achievement milestones, and time-to-value results.

• Actively monitor customer health and pinpoint risks to retention or adoption.

• Collaborate with customers to enhance platform configuration, deployment, and ongoing usage.

• Assist customers during feature rollouts, workflow optimization, and change management to boost product adoption and increase platform utilization.

• Manage complex customer escalations and serve as the main coordination point across internal teams.

• Identify technical adoption barriers and business risks.

• Collaborate with Support, Product, and Engineering to ensure timely issue resolution and provide technical context for customers.

• Formulate mitigation plans for accounts at risk and spearhead retention-focused customer strategies.

• Conduct regular business reviews and executive check-ins to showcase value realization and align on future objectives, including case histories and bug reporting.

• Work with Account Managers to uncover expansion opportunities and technical use cases that facilitate customer growth.

• Influence internal roadmap discussions by presenting customer insights and market trends.

• Willingness to travel to customer locations and/or company events as needed.

⛳️ Requirements

• A minimum of 5 years of customer-facing experience in SaaS, Customer Success, Technical Account Management, Solutions Engineering, or Enterprise Technical support, with at least 3 years in a technical role.

• Extensive technical expertise and a strong aptitude for customer-facing roles.

• In-depth technical knowledge in at least 3 of the following areas:

• 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

• Demonstrated ability to manage strategic customer relationships and engage with executive stakeholders.

• Strong problem-solving and troubleshooting capabilities.

• Exceptional verbal and written communication skills.

• Ability to translate technical concepts into business value.

• Strong organizational and time-management skills in a fast-paced SaaS environment.

• A proactive approach to staying ahead in the MDM/endpoint landscape, with the capacity to lab-test new features and integrations before presenting them to customers.

• Experience with ADFS, GPOs, AD Device Management, AzureAD Connect, and Intune; administrative experience or certification in Okta preferred.

• Desired experience includes Google Workspace administration, AWS skills (S3, Lambda, EC2, CloudWatch), and proficiency in Device Management for Windows, macOS, and Linux Operating Systems, as well as LDAP administration, troubleshooting, and maintenance.

• Knowledge of Networking & Authentication (RADIUS is a plus!), Single Sign-on, SCIM, JIT, and SAML, along with scripting experience, preferably in PowerShell.

• Experience in software systems setup and configuration.

🏝️ Benefits

• JumpCloud® is an equal opportunity employer.

• All applicants will be considered for employment without regard to race, color, religion, sex, sexual orientation, gender identity