Customer Success Manager

JumpCloud

. Own and manage a portfolio of high-value Enterprise, Commercial, and SMB accounts .

Posted 9/17/2026full-timeRemote • MexicoSeniorLeadWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in managing high-value Enterprise and Commercial accounts, driving customer success through tailored strategies and deep relationships with IT executives. Proficient in utilizing data and AI to enhance product adoption and retention while effectively communicating complex technical concepts to achieve business outcomes.

Highest-signal resume keywords

B2B SaaS Customer SuccessStrategic Account ManagementIdentity & Access Management (IAM)Project ManagementBilingual in English and Spanish

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Customer Success StrategyAccount Health Metrics EvaluationOnboarding Time-to-ValueProduct EngagementExpansion and Upsell Opportunities

Soft Skills

Outstanding Verbal CommunicationPresentation SkillsStrong OrganizationCross-Functional Leadership

Tools & Technologies

JumpCloud PlatformModern IT ArchitecturesData Analytics

Industry Keywords

Enterprise AccountsCommercial AccountsCIOsCISOsZero TrustMobile Device Management (MDM)Security/System Administration

About the role

Key responsibilities & impact

Own and manage a portfolio of high-value Enterprise, Commercial, and SMB accounts
Act as a trusted advisor and strategic partner to CIOs, CISOs, VPs/Directors of IT, and other IT executives
Drive product adoption, customer retention, and long-term value realization
Develop deep, multi-threaded relationships with executive decision-makers and stakeholders
Build and execute tailored Customer Success Plans aligned with client business outcomes
Partner with Implementation and Professional Services teams to guide onboarding and accelerate time-to-value
Monitor portfolio health and user engagement, using AI and data to address adoption bottlenecks and churn risks
Prepare and facilitate metrics-driven QBRs and Executive Business Reviews
Partner with Account Executives and Account Managers to identify expansion and upsell opportunities and drive Net Retention Rates
Serve as the primary point of contact for strategic account escalations
Advocate for customer product enhancements with Product and Engineering leadership
Maintain technical expertise in JumpCloud’s platform, modern IT architectures, and industry trends
Success measured by NRR, GRR, customer health, platform adoption, product engagement, onboarding time-to-value, and qualified expansion/upsell pipeline contribution

Requirements

What you’ll need

7+ years of customer-facing experience in B2B SaaS Customer Success or Strategic Account Management
Experience 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 ability to build trust and 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
Ability to translate complex technical concepts into business outcomes
Strong organization, project management, and cross-functional leadership skills
Bachelor’s degree or equivalent practical experience
Must be located in and authorized to work in Mexico without restriction
Proficient in English and Spanish
Willingness to travel for customer meetings and workshops approximately 10%

Benefits

Comp & perks

Remote-first work arrangement within Mexico
Opportunity to work with talented teams across 15+ countries
Professional growth and expertise-sharing opportunities
Voice in the organization and opportunity to contribute ideas
Supportive board and seasoned executive team
Customer travel opportunities/requirements: approximately 10%