Senior Customer Success Manager

Summary

Join JumpCloud as a Senior Customer Success Manager based in India, overseeing a $3M+ EMEA customer portfolio. This fully remote role requires partnering with sales, support, product, and engineering teams to deliver exceptional customer experiences. You will lead customer onboarding, proactively monitor customer health, and serve as the primary escalation point for complex issues. Responsibilities include developing strategic customer relationships, identifying expansion opportunities, and conducting business reviews. Success will be measured by onboarding time to value, customer health and adoption, retention, and upsell opportunities. The ideal candidate possesses 7-8 years of SaaS customer-facing experience, strong technical acumen in IT, and exceptional communication and organizational skills.

Requirements

• Minimum 7-8 years of customer facing experience at a Saas company, with a strong background in customer success or account management, ideally serving EMEA markets
• Exceptional organizational skills with the ability to manage multiple high-value accounts simultaneously
• Outstanding verbal & written communications and strong listening skills, particularly in the technical IT environment
• A proactive, independent approach with a strong desire for continuous learning and improvement
• Excellent problem-solving, multi-tasking, time management and organizational skills, with strong attention to detail

Responsibilities

• Develop deep, strategic relationships with customers, understanding their unique business needs and crafting tailored Success Plans that drive measurable outcomes
• Lead customer onboarding initiatives, ensuring a seamless integration process and swift time to value for clients
• Proactively monitor customer health, identifying and addressing potential risks with minimal oversight, while leveraging internal resources as needed
• Serve as the primary escalation point for complex business and technical issues, owning resolution and maintaining customer satisfaction
• 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 a deep understanding of JumpCloud’s product capabilities and industry trends, enabling you to guide customers on relevant features that address their IT challenges
• Conduct strategic business reviews with executive stakeholders to demonstrate value and outline future growth strategies

Preferred Qualifications

• Technical acumen in the field of IT preferred (i.e. User Access Management, authentication, device management, MDM, security, system administration, etc)
• Bachelor’s degree or equivalent experience preferred

Benefits

All roles at JumpCloud are Remote unless otherwise specified in the Job Description