Senior Customer Success Manager

Summary

Join JumpCloud as a Customer Success Manager and partner with various teams to deliver exceptional customer experiences. You will oversee customer onboarding, act as a trusted advisor, and drive product adoption. Responsibilities include crafting success plans, monitoring customer health, managing escalations, and identifying expansion opportunities. Success will be measured by onboarding time, customer health, retention, and upsell opportunities. This remote role requires 5+ years of customer-facing experience in a SaaS company and strong communication and problem-solving skills. A bachelor's degree or equivalent experience is needed. JumpCloud offers a remote-first work environment.

Requirements

• Minimum 5+ years of customer facing experience at a Saas company
• Outstanding verbal & written communications and strong listening skills, particularly in the technical IT environment
• Learning mindset that is always curious
• Excellent problem-solving, multi-tasking, time management and organizational skills, with strong attention to detail
• Bachelor’s degree or equivalent experience

Responsibilities

• Understand the customer’s requirements, challenges, and what business outcomes and value they are expecting from their investment
• Crafting Success Plans that include agreed upon scope, metrics, onboarding and adoption plans and clear timelines that leads to highly impactful customer outcomes
• Monitor customer health and proactively identify issues by engaging all available resources to resolve the issue and strategically mitigate risk
• Act as the main escalation point for business and technical issues, providing centralized and dedicated ownership within JumpCloud
• Own and execute contract renewals
• Identify expansion opportunities by understanding customer needs and partner with Account Managers to drive expansion opportunities
• Partner with Account Managers to develop joint strategic Account Plans deepening customer relationships and driving additional value
• Maintain an understanding of JumpCloud products and industry knowledge to effectively drive greater customer engagement on the most relevant features/functionality for their specific business needs
• Maintain quantitative and qualitative value that clearly indicates a customer’s return on investment
• Conduct business reviews to drive executive engagement by summarizing business value and future growth strategy
• Maintain expertise in the JumpCloud platform product capabilities and how our solutions solve customer IT needs

Preferred Qualifications

Technical acumen in the field of IT preferred (i.e. User Access Management, authentication, device management, MDM, security, system administration, etc)

Benefits

Remote work