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JumpCloud is seeking a Customer Success Manager based in India to manage a $3M+ book of business composed of US-based commercial customers. This is a fully remote role requiring coverage of US working hours.
You will partner closely with sales, support, product, and engineering teams to deliver exceptional customer experiences. Working with implementation services, you'll oversee customer onboarding and help stakeholders achieve critical IT objectives. You'll act as a trusted advisor, driving product adoption, identifying expansion opportunities, and serving as the primary point of contact for customer needs.
Key responsibilities include:
- Developing deep, strategic relationships with customers and crafting tailored success plans
- Leading customer onboarding initiatives to ensure seamless integration and rapid time-to-value
- Proactively monitoring customer health, identifying risks, and addressing issues
- Serving as the primary escalation point for complex business and technical issues
- Identifying expansion opportunities and partnering with account managers on joint strategic plans
- Conducting strategic business reviews with executive stakeholders
- Maintaining deep product knowledge and industry expertise in IT management
Required qualifications:
- Minimum 7 years of customer-facing experience at a SaaS company, with strong background in customer success or account management serving US markets
- Technical acumen in IT fields preferred (user access management, authentication, device management, MDM, security, system administration)
- Exceptional organizational skills managing multiple high-value accounts simultaneously
- Outstanding verbal and written communication skills, particularly in technical IT environments
- Proactive, independent approach with strong desire for continuous learning
- Excellent problem-solving, multitasking, and time management abilities
- Fluent English proficiency (required for interviews and internal business)
- Must be located in and authorized to work in India
JumpCloud is an AI-powered unified IT management platform consolidating identity, device, and access management. The company operates as a remote-first organization with teams across 15+ countries.
