Job Description

All roles at JumpCloud® are Remote unless otherwise specified in the Job Description. This opportunity requires that you work a specific shift as this is a region specific role.

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

As a Technical Customer Success Manager (TCSM), you will own the end-to-end success of a portfolio of Enterprise or Commercial segment customers.

You will serve as the primary post-sales point of contact and trusted advisor, responsible for supporting customer onboarding and driving technical adoption, product utilization, customer health, and long-term retention.

This role blends strategic relationship management with deep technical expertise across identity, access management, device management, security, and integrations. You will partner closely with customer stakeholders, support, product, engineering, and account teams to ensure customers realize measurable business value from the JumpCloud platform.

The TCSM is responsible for proactively guiding customers through technical adoption, risk mitigation, and strategic growth opportunities throughout the customer lifecycle.

Your duties and responsibilities include:

Own the end-to-end post-sales lifecycle for an assigned portfolio of Enterprise or Commercial customers

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

Develop and maintain tailored Success Plans aligned to customer business objectives and technical priorities

Drive customer onboarding, adoption milestones, and time-to-value outcomes

Proactively monitor customer health and identify risks to retention or adoption

Partner with customers to optimize platform configuration, deployment, and ongoing usage

Support customers through feature rollouts, workflow optimization, and change management to increase product adoption and deepen platform utilization

Own complex customer escalations and serve as the primary point of coordination across internal teams

Diagnose technical adoption blockers and business risks

Partner with Support, Product, and Engineering to drive timely issue resolution and to provide technical context when customers.

Develop mitigation plans for at-risk accounts and lead retention-focused customer strategies

Conduct regular business reviews and executive check-ins to demonstrate value realization and align on future goals including case histories as well as bug reporting

Partner with Account Managers to identify expansion opportunities and technical use cases that support customer growth

Influence internal roadmap discussions by surfacing customer insights and market trends

Willing to travel on-site to customer locations and/or for company events if required,

How success will be measured:

Onboarding time to value

Customer health and adoption

Customer Retention

Identification of Upsell Opportunities

We’re looking for:

5+ years of customer-facing experience in SaaS, Customer Success, Technical Account Management, Solutions Engineering, Enterprise Technical support. At least 3 years in a technical role

Deep technical expertise and a high aptitude in a customer-facing position

Strong technical depth in at least 3 of the following:

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

Proven ability to manage strategic customer relationships and executive stakeholders

Strong problem-solving and troubleshooting skills

Excellent verbal and written communication skills

Ability to translate technical concepts into business outcomes

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

A proactive desire to stay ahead of the curve in the MDM/endpoint landscape, with the ability to lab-test new features and integrations before presenting them to customers

Experience with ADFS, GPOs, AD Device Management, AzureAD Connect, and IntuneOkta administrative experience or certification preferred

Google Workspace administrative experience, AWS Experience & Skills desired (S3, Lambda, EC2, CloudWatch)Device Management - Windows, macOS, and Linux Operating Systems, LDAP administration, troubleshooting, and maintenance experience, Networking & Authentication (RADIUS a plus!)In-depth knowledge of Single Sign-on, SCIM, JIT, and SAML, Scripting experience, PowerShell preferred

Software systems setup and configuration experience

Technical Customer Success Manager - Enterprise / Commercial Segments - Jumpcloud

About JumpCloud®

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