All roles at JumpCloud® are Remote unless otherwise specified in the Job Description.
About JumpCloud®
JumpCloud® is the AI-powered unified IT management platform designed to secure the modern workforce. By consolidating identity, device, and access management, JumpCloud provides intelligent, secure IT that scales from human users to autonomous AI agents. We help organizations around the globe eliminate complexity and turn AI risk into an optimized advantage, ensuring the right people and agents have secure access to the right resources at all times.
JumpCloud is Intelligent, Secure IT.
About the Role
We are seeking an experienced Customer Success Manager based in the US to own and manage a portfolio of high-value Enterprise and key Commercial accounts.
In this role, you will act as a trusted advisor and strategic partner to IT executives (CIOs, CISOs, VPs/Directors of IT), driving deep product adoption, customer retention, and long-term value realization. You will partner closely with Sales, Account Management, Support, Solutions Engineering, and Product teams to champion customer needs, mitigate churn risks, and unlock expansion opportunities.
Key Duties & Responsibilities:
Strategic Account Management: Develop deep, multi-threaded relationships with key executive decision-makers and stakeholders across Enterprise accounts. Build and execute tailored Customer Success Plans aligned with client business outcomes.
Onboarding & Time to Value: Partner with Implementation and Professional Services teams to guide complex onboarding initiatives, ensuring swift time-to-value and adoption across hybrid IT environments.
Adoption & Risk Mitigation: Proactively monitor portfolio health, user engagement, leverage AI and data to address adoption bottlenecks and potential churn risks early.
QBRs / Executive Business Reviews (EBRs): Prepare and facilitate strategic, metrics-driven quarterly and executive business reviews with key client leaders to showcase ROI, benchmark health, and align on strategic roadmaps.
Growth & Commercial Partnership: Partner closely with Account Executives and Account Managers to co-develop joint strategic account plans, identify expansion/upsell opportunities, and drive strong Net Retention Rates (NRR)
Customer Advocacy & Escalation: Serve as the primary point of contact for strategic account escalations. Advocate for customer product enhancements with Product and Engineering leadership to influence product roadmap priorities.
Subject Matter Expertise: Maintain a deep technical understanding of JumpCloud’s platform capabilities, modern IT architectures, and industry trends to advise customers on security and identity best practices.
How Success Will Be Measured
Net Retention Rate (NRR) & Gross Retention Rate (GRR) across your assigned portfolio
Customer Health, Platform Adoption, and Product Engagement
Onboarding Time-to-Value (TTV) for key accounts
Identification and pipeline contribution of qualified Expansion/Upsell opportunities
We’re Looking For:
Experience: 7+ years of customer-facing experience in B2B SaaS Customer Success or Strategic Account Management, managing Enterprise or high-ARR Commercial accounts
Technical Acumen: Strong domain knowledge in IT infrastructure, Identity & Access Management (IAM), Directory Services, SSO/MFA, Mobile Device Management (MDM), Zero Trust, and Security/System Administration.
Executive Presence: Proven track record of building trust and commanding credibility with C-suite IT leaders, VPs, and technical stakeholders.
Analytical & Strategic Mindset: Ability to synthesize complex customer requirements, evaluate account health metrics, and construct actionable success plans.
Communication: Outstanding verbal, written, and presentation skills, with an ability to translate complex technical concepts into business outcomes.
Proactive Problem Solving: A self-starter with strong organization, project management, and cross-functional leadership skills in a high-growth, remote-first environment
Willingness to Travel: Should be willing to travel for customer meetings and workshops, about 10%
