JumpCloud

Customer Success Manager

• Lead the global Customer Success, Global Technical Support, and Account Management organization
• Own the post-sale journey for technical support, professional services, and customer success teams
• Lead a global team of 100+ across the US, UK, Mexico, and India
• Transform the department to an AI-first operational model using automation and machine learning
• Automate workflows, streamline ticket resolution, and personalize customer engagement at scale
• Refine people, process, and technology frameworks for efficient growth
• Customize onboarding for SMG, Commercial, and Enterprise customer segments
• Lead revenue-oriented expansion teams while focusing on customer trust and experience
• Define AM, TAM, and CSM responsibilities
• Own the end-to-end post-sale experience and Net Retention Rate
• Use predictive data and tools to identify and mitigate churn risks
• Be accountable for global NPS and CSAT metrics
• Improve onboarding and long-term retention
• Build feedback loops between customers and Engineering/Product
• Translate customer pain points into actionable product roadmap feedback
• Manage five direct reports and a 100+ person global organization
• Present operational updates and metric-backed strategies to the Executive Team and Board of Directors

Senior Vice President of Global Customer Success, Support

Program Manager

• Manage programs supporting corporate objectives, metric reporting, and CEO-level initiatives
• Manage company-wide roll-up, communication, and reporting of key objectives
• Drive weekly, monthly, quarterly, semiannual, and annual corporate communications
• Lead monthly extended leadership team Operations Reviews, including agendas, materials, and follow-up
• Establish and manage CEO customer and partner call cadence, including action-item follow-up
• Facilitate CEO employee outreach through virtual coffees, roundtables, and skip-level one-on-ones
• Lead cross-functional preparation for Board meetings, including agendas and materials
• Work with the CEO, co-founders, executive team, board members, and internal stakeholders

Executive Program Manager – Founder Initiatives

Implementation Specialist

• Guide direct customers and partner organizations through scalable implementation and onboarding project plans
• Build customized onboarding plans based on customer needs and purchased services
• Consult, plan, and assist with JumpCloud rollouts in customer environments
• Resolve technical onboarding and API integration issues via email or remote web sessions
• Execute complex migration or configuration tasks in customer environments when applicable
• Collaborate with peers, mentors, and community forum leaders to provide effective solutions
• Communicate with customers about action plans, recommendations, and potential JumpCloud use cases
• Meet or exceed implementation SLAs
• Increase JumpCloud platform adoption and utilization through knowledge transfer and product demonstrations
• Maintain strong customer satisfaction during onboarding through project and account management, follow-ups, and clear communication

Implementation Consultant

Support Engineer

• Provide technical support, troubleshooting, and issue resolution via email, telephone, chat, or remote web session
• Manage a queue of high-priority and complex technical support tickets
• Reproduce issues in-house and respond to customers in a timely manner
• Collaborate with peers, escalation points, mentors, the knowledge base, community forums, and internal tools to provide customer solutions
• Collaborate with Product and Learning teams to keep customer education programs accurate and current
• Maintain technical understanding of the entire JumpCloud platform
• Collaborate with Account Managers and Implementation Engineers to support new customers transitioning to day-to-day product use
• Develop and maintain internal knowledge base articles
• Collaborate on projects improving customer and support engineer experiences
• Participate in an on-call rotation, monitoring status updates and responding to external customers during outages
• Interface across Support and Engineering to ensure timely resolution of defects

Customer Support Engineer, Tier 1, Windows

Operations

• Operate portfolio planning, product prioritization lists and dashboards, governance, dependencies, risks, and Product Business Reviews
• Own executive, SLT, and Board-level Product reporting
• Own Pendo strategy, instrumentation governance, dashboards, and adoption insights
• Operate PIM intake, prioritization, disposition, and customer close-loop practices
• Own the Customer Advisory Board operating model, agenda, insights, and follow-through
• Maintain use-case, capability, GPL, PMF, and package/SKU mappings
• Partner with Finance and GTM on pricing, packaging, product performance, and monetization analysis
• Improve existing planning, KPI, and reporting processes
• Build AI agents and workflows to automate reporting, synthesize customer evidence, detect portfolio risks, and reduce manual Product Operations work
• Act as a high-trust operating partner by identifying weak evidence, forcing decisions, and ensuring agreed actions close
• Report directly to the SVP Product

Director, Product Strategy and Operations

Revenue Operations

• Work directly with executive and senior leadership on renewal process, customer lifecycle, Account Management, SKUs, pricing, and quotes initiatives
• Drive strategy and lead projects with autonomy
• Cross-collaborate with stakeholders to improve the overall customer experience
• Maintain data accuracy, completeness, and standardization in Salesforce
• Conduct regular pipeline-data audits with Revenue Operations, Sales, and Marketing teams
• Own daily sales forecasting and pipeline-management operations and hygiene
• Ensure reliable forecasting inputs and consistent system usage across Account Management and Renewal teams
• Track proper utilization of forecasting tools across the company
• Assist with leading projects and contribute to complex cross-departmental requests
• Act as the point of contact for Account Management requests, changes, projects, and reporting
• Drive ad-hoc analysis, data pulls, CRM changes, and insights for Operations and GTM stakeholders
• Partner with Deal Desk and support operational processes
• Ensure Account Management quote workflows and underlying operations are effective and completed before month-end
• Work with Deal Desk to ensure accurate quarterly and yearly quotas, revenue expansion, upsells, and Book of Business metrics
• Collaborate with stakeholders and department leaders to support Account Management strategy and initiatives

Senior Revenue Operations Specialist

Full-stack Engineer

• Own the end-to-end technical vision and architectural decisions for high-throughput, highly available microservices and multi-platform solutions
• Serve as the primary technical anchor across multiple engineering squads
• Establish engineering standards, resolve complex system trade-offs, and mentor senior engineers
• Craft and deliver technical pitches, Architecture Decision Records (ADRs), and RFCs to executive leadership, Product, and Infrastructure partners
• Translate business objectives into scalable technical roadmaps while balancing velocity, technical debt, and system stability
• Architect and write high-performance production code using C#, .NET, Go, TypeScript, and gRPC
• Design and deploy enterprise PAM/IDAM architectures using CyberArk, BeyondTrust, and HashiCorp Vault
• Implement SCIM integrations enforcing Zero Trust and Least Privilege principles
• Define data architecture across SQL Server, PostgreSQL, and DocumentDB platforms
• Collaborate with infrastructure teams on long-term, cost-saving infrastructure strategy
• Participate in incident management, contribute PIRs, and drive quick incident resolution
• Champion deployment automation across Origin CI, Kargo, and WoK
• Ensure unit, functional, Playwright E2E, performance, scalability, and reliability testing
• Govern spec-driven AI development using the BMAD framework, Cursor, Claude Code, Copilot, and reusable skill libraries

Staff Software Engineer – Privileged Access Management, Password Manager

• Architect, build, and ship high-performance native iOS and Android features across mobile authentication, password management, and identity verification applications
• Implement Credential Provider/Autofill integrations, biometric authentication, hardware-backed secure storage, and OIDC/OAuth2 authentication flows
• Drive Apple App Store and Google Play Store release pipelines
• Maintain UI testing coverage using XCTest and Espresso
• Establish mobile end-to-end integration test suites with core platform APIs
• Participate in incident management, contribute post-incident reviews, and resolve incidents quickly
• Champion the BMAD framework for governance and structure in AI-assisted workflows using Cursor, Claude Code, and GitHub Copilot
• Mentor engineers, conduct RFC reviews, and build shared team skill libraries
• Collaborate with platform backend teams to protect enterprise identities worldwide

Senior Mobile Software Engineer, iOS / Android, Identity & Security

• Develop, test, and deploy scalable, secure, and well-documented Go, NodeJS, or Python services
• Ensure code meets high standards for performance and maintainability, with emphasis on reducing latency for global users
• Design and develop automated test cases for new features and legacy services
• Use CI/CD gates to enforce quality standards and reduce regression risk
• Partner with Product Management and UX across multiple time zones to refine requirements and assess technical feasibility
• Align the engineering roadmap with business value
• Define alerts and runbooks enabling reliable, zero-downtime deployments for distributed operations
• Improve engineering processes through automated tools and AI-assisted development, including code generation, test generation, and dependency tracing
• Work across the full technology stack, from operating-system internals to SaaS front-end code
• Participate in on-call shifts and respond during assigned shifts

Senior Software Engineer, Authorization

• Design, build, and maintain scalable, highly available microservices using C#, .NET Core, Go, and TypeScript via gRPC and the ABP framework
• Design and deploy enterprise-grade PAM/IDAM solutions using technologies such as CyberArk, BeyondTrust, and HashiCorp Vault
• Enforce Zero Trust, Least Privilege access, and SCIM protocol integrations
• Own end-to-end continuous delivery using Origin CI, Kargo, and WoK
• Implement unit, functional, Playwright E2E, performance, scalability, and reliability testing
• Establish governance for AI-assisted workflows using the BMAD framework, Cursor, Claude Code, and GitHub Copilot
• Mentor engineers, conduct RFC reviews, and build shared team skill libraries
• Build cross-platform services and native desktop applications for macOS, Windows, and Linux
• Implement telemetry, logging, and tracing across microservices
• Monitor system health, reduce latency, and ensure SLA/SLO compliance
• Manage technical debt, refactor legacy components, and establish engineering best practices across Agile sprints
• Participate in incident management, contribute PIRs, and resolve incidents quickly
• Collaborate with Product, Design, and Infrastructure teams

Software Engineer – Privileged Access Management (PAM), Password Manager (PWM)

• Design, build, and maintain scalable, highly available microservices using C#, .NET Core, Go, and TypeScript via gRPC and the ABP framework
• Design and deploy enterprise-grade PAM/IDAM solutions using tools such as CyberArk, BeyondTrust, and HashiCorp Vault
• Enforce Zero Trust principles, Least Privilege access, and SCIM protocol integrations
• Own end-to-end continuous delivery using Origin CI, Kargo, and WoK
• Implement unit, functional, and Playwright E2E test suites, plus Performance, Scalability, and Reliability testing
• Champion the BMAD framework for governance and structure in AI-assisted workflows using Cursor, Claude Code, and GitHub Copilot
• Mentor engineers, conduct RFC reviews, and build shared team skill libraries
• Build cross-platform services and native desktop applications for macOS, Windows, and Linux
• Implement telemetry, logging, and tracing across microservices to monitor system health and reduce latency
• Ensure strict SLA/SLO compliance
• Partner with Product, Design, and Infrastructure teams to manage technical debt, refactor legacy components, and establish engineering best practices across Agile sprints
• Participate in incident management, contribute PIRs, and take ownership of rapid incident resolution
• Participate in assigned on-call shifts

Senior Software Engineer – Privileged Access Management, IAM

Account Executive

• Develop and execute a comprehensive territory plan to identify high-value enterprise opportunities
• Lead the entire sales process from initial discovery and technical validation through negotiation and final contract execution
• Build and maintain relationships with senior leadership and stakeholders across IT, Finance, Operations, and other departments
• Deliver presentations and product demonstrations articulating platform ROI and strategic value
• Partner with Solution Engineers and Product teams for technical alignment and seamless client transitions
• Maintain CRM hygiene and provide accurate weekly/monthly sales forecasts to leadership
• Negotiate and close new business with enterprise organizations of 2,000+ employees
• Achieve quota attainment, outbound pipeline generation, opportunity close rate, and quarterly recurring revenue targets
• Sell JumpCloud’s Cloud Directory Platform to the Enterprise segment for new-logo acquisition
• Act as a strategic advisor to C-level executives addressing critical business challenges

• Serve as a senior technical point of contact for executive, VIP, and C-suite stakeholders
• Manage enterprise customer relationships through high-level technical guidance
• Provide technical support and troubleshooting via email, telephone, chat, and remote web sessions
• Resolve complex Windows and Active Directory integration challenges
• Manage high-priority support tickets and perform log analysis, network tracing, and memory dump analysis
• Reproduce issues in-house through structured testing and variable isolation
• Collaborate with peers, escalation points, and engineering teams on technically supported escalations
• Collaborate with Product and Learning teams to maintain accurate customer education programs
• Maintain deep technical understanding of the JumpCloud Platform and Windows/AD integrations
• Collaborate with Account Managers, Customer Success Managers, and Implementation Engineers
• Develop and maintain internal knowledge base articles and advanced troubleshooting guides
• Improve diagnostic workflows and internal tooling
• Participate in required on-call rotation and communicate during outages

Customer Support Engineer, Tier 2

IT Support

• Handle IT support requests from internal end users
• Follow up on outstanding requests and ensure timely resolution
• Create accounts and configure hardware as part of the onboarding process
• Assist with employee training and onboarding
• Manage and monitor internal IT assets to ensure accurate inventory records
• Support computers, printers, scanners, and computer peripherals
• Use JumpCloud's platform to support employees
• Take ownership of assigned IT-related projects, including documentation, system and application configuration, and integrations
• Work with vendors to procure equipment

Senior IT Support Specialist

• Develop, test, and maintain distributed systems and microservices
• Build services using Golang, with Node.js or Java as needed and native C/C++/Java development depending on the subsystem
• Develop and integrate RESTful and gRPC APIs
• Deploy scalable web applications in containerized environments using Kubernetes, Docker, and AWS
• Build applications or scripts that interact deeply with native operating-system frameworks
• Use automated CI/CD pipelines to build, test, and safely ship code
• Leverage AI during SDLC and PDLC phases to accelerate development, improve user experience, and support testing cycles
• Collaborate with UI/UX teams on modular, reusable Vue.js UI components for full-stack work
• Apply knowledge of device enrollment concepts and device management protocols
• Participate in on-call shifts and respond during assigned shifts
• Collaborate with geographically diverse engineering teams