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JumpCloud is seeking an experienced Customer Success Manager based in Mexico to own and manage a portfolio of high-value Enterprise, Commercial, and SMB accounts. 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.
Key responsibilities include:
• Strategic Account Management: Develop deep, multi-threaded relationships with key executive decision-makers 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 onboarding initiatives, ensuring swift time-to-value and adoption across hybrid IT environments.
• Adoption & Risk Mitigation: Proactively monitor portfolio health and user engagement, leveraging data and AI to address adoption bottlenecks and potential churn risks early.
• QBRs / Executive Business Reviews: 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 with Account Executives and Account Managers to 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.
• Subject Matter Expertise: Maintain deep technical understanding of JumpCloud's platform capabilities, modern IT architectures, and industry trends to advise customers on security and identity best practices.
Success will be measured by Net Retention Rate (NRR) and Gross Retention Rate (GRR) across your portfolio, customer health and platform adoption metrics, onboarding time-to-value for key accounts, and identification of qualified expansion/upsell opportunities.
JumpCloud is an AI-powered unified IT management platform designed to secure the modern workforce by consolidating identity, device, and access management. The company operates as a remote-first organization with teams in 15+ countries.
REQUIREMENTS:
• 7+ years of customer-facing experience in B2B SaaS Customer Success or Strategic Account Management, managing Enterprise or high-ARR Commercial accounts
• Strong industry background with SaaS products; preferred domain knowledge in IT infrastructure, Identity & Access Management (IAM), Directory Services, SSO/MFA, Mobile Device Management (MDM), Zero Trust, and Security/System Administration
• Proven track record of building trust and commanding credibility with Business and IT stakeholders, C-suite IT leaders, VPs, and technical stakeholders
• Ability to synthesize complex customer requirements, evaluate account health metrics, and construct actionable success plans
• Outstanding verbal, written, and presentation skills with ability to translate complex technical concepts into business outcomes
• Self-starter with strong organization, project management, and cross-functional leadership skills in a high-growth, remote-first environment
• Bachelor's degree or equivalent practical experience
• Must be authorized to work in Mexico without restriction
• Proficient in English and Spanish
• Willing to travel for customer meetings and workshops (approximately 10%)
