Customer Success Manager - United States

Customer Success Manager

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

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.

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%

In accordance with the Colorado Equal Pay for Equal Work Act, the approximate annual compensation range for this role, depending on individual candidate level and experience, is $100,000 - $150,000, including base salary and any related bonuses or commissions.

In the US, JumpCloud provides a comprehensive benefits package, with several medical plans to choose from including a high deductible HSA plan with employer contribution, two dental plans, vision insurance, flexible spending account (FSA), employee assistance program (EAP), short- and long-term disability, life insurance and a 401k savings plan with match. We have a flexible paid time off policy.

Where you'll be working/Location:

JumpCloud is committed to being Remote First, meaning that you are able to work remotely within the country noted in the Job Description.

All roles posted in United States locations do require that you be located within one of the 50 U.S. States. Our Headquarters is in the Denver/Boulder, CO area but as a remote company, you are able to work remotely anywhere in the U.S. If you would like to spend time in our offices in the Denver/Boulder area, you are welcome to do that as well.

Language:

JumpCloud has teams in 15+ countries around the world and conducts our internal business in English. The interview and any additional screening process will take place primarily in English. To be considered for a role at JumpCloud, you will be required to speak and write in English fluently. Any additional language requirements will be included in the details of the job description.

Why JumpCloud?

If you thrive working in a fast, SaaS-based environment and you are passionate about solving challenging technical problems, we look forward to hearing from you! JumpCloud is an incredible place to share and grow your expertise! You'll work with amazing talent across each department who are passionate about our mission. We're out of the box thinkers, so your unique ideas and approaches for conceiving a product and/or feature will be welcome. You'll have a voice in the organization as you work with a seasoned executive team, a supportive board and in a proven market that our customers are excited about.

One of JumpCloud's three core values is to "Build Connections." To us that means creating "human connection with each other regardless of our backgrounds, orientations, geographies, religions, languages, gender, race, etc. We care deeply about the people that we work with and want to see everyone succeed." - Rajat Bhargava, CEO

Please submit your rsum and brief explanation about yourself and why you would be a good fit for JumpCloud. Please note JumpCloud is not accepting third party resumes at this time.

JumpCloud is an equal opportunity employer. All applicants will be considered for employment without attention to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran or disability status.

Scam Notice:

Please be aware that there are individuals and organizations that may attempt to scam job seekers by offering fraudulent employment opportunities in the name of JumpCloud. These scams may involve fake job postings, unsolicited emails, or messages claiming to be from our recruiters or hiring managers. Please note that JumpCloud will never ask for any personal account information, such as credit card details or bank account numbers, during the recruitment process. Additionally, JumpCloud will never send you a check for any equipment prior to employment.

All communication related to interviews and offers from our recruiters and hiring managers will come from official company email addresses (@jumpcloud.com) and will never ask for any payment, fee to be paid or purchases to be made by the job seeker. If you are contacted by anyone claiming to represent JumpCloud and you are unsure of their authenticity, please do not provide any personal/financial information and contact us immediately at View email address on click.appcast.io with the subject line "Scam Notice"