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JumpCloud is seeking a Senior Vice President of Global Customer Success & Support to lead the post-sale journey and transform customer interactions into a data-driven engine that eliminates churn and delivers excellence. This is a VP-level role managing 100+ team members across the US, UK, Mexico, and India, spanning technical support, professional services, and customer success functions.
You will architect the customer success engine for trust-driven strategic revenue growth by refining teams for scale, transitioning the department to an AI-first operational model, and customizing onboarding motions for different customer segments (SMB, Commercial, Enterprise). You will own end-to-end post-sale experience and Net Retention Rate (NRR), using predictive data and tools to identify and mitigate churn risks. You are accountable for global NPS and CSAT metrics and will improve overall onboarding experience and long-term retention.
Key responsibilities include managing five direct reports and a 100+ person global footprint, presenting operational updates to the Executive Team and Board of Directors with clear metrics, and acting as a bridge between customers and Engineering/Product teams by implementing feedback loops that drive product roadmap decisions. You will refine operational frameworks (people, process, and tech) to ensure the organization scales efficiently without inflating headcount, and define responsibilities for Account Managers, Technical Account Managers, and Customer Success Managers to optimize the model.
The ideal candidate is deeply curious and data-obsessed, viewing the customer journey through granular data rather than gut feel. You are scientifically minded, a standard-bearer and coach who mentors teams to achieve excellence, a product aficionado passionate about the platform's capabilities, and AI-forward in augmenting human talent with technology. You thrive in fast-paced SaaS environments and are comfortable with complexity and ambiguity.
Note: This role requires approximately 30% travel to customer sites and leadership/team meetings (domestic and international). You must be located in and authorized to work in the United States. Fluency in English is required.
REQUIREMENTS:
- Proven experience leading Technical Support, Account Management, and Customer Success teams across SMB, Commercial, and Enterprise segments in a fast-growing SaaS environment
- Experience managing distributed teams across multiple time zones (specifically India, North America, Latin America, and EMEA)
- Proficiency in using data to drive capacity planning, health scoring, and operational efficiency
- History of strengthening data trails and building comprehensive understanding of churn and CSAT indicators; experience refining individual KPIs for global teams and upleveling operational frameworks
- Ability to travel approximately 30% of the time for customer visits and leadership meetings (domestic and international)
- Fluent in English (spoken and written)
