Customer Success Manager

JumpCloud

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

Posted 9/15/2026full-timeRemote • United StatesSeniorLead💰 $100,000 - $150,000 per yearWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in managing high-value Enterprise and Commercial accounts, with a focus on building relationships with executive decision-makers and driving customer success through tailored plans and strategic initiatives. Proficient in IT infrastructure, Identity & Access Management, and utilizing data to enhance customer engagement and retention.

Highest-signal resume keywords

B2B SaaS Customer SuccessEnterprise Account ManagementIdentity & Access Management (IAM)Project ManagementCustomer Relationship Management

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Customer Success PlansAccount Health MetricsOnboarding InitiativesTechnical Expertise in IT ArchitecturesSecurity Best PracticesData AnalysisMetrics-Driven ReviewsExpansion and Upsell StrategiesSynthesis of Customer RequirementsCross-Functional Leadership

Soft Skills

Outstanding Verbal CommunicationWritten CommunicationPresentation SkillsTrust BuildingOrganization

Tools & Technologies

JumpCloud PlatformSSO/MFAMobile Device Management (MDM)Zero TrustDirectory Services

Industry Keywords

Customer HealthNet Retention Rate (NRR)Gross Retention Rate (GRR)Hybrid IT EnvironmentsTechnical Stakeholders

Tech Stack

Tools & technologies

Swift

About the role

Key responsibilities & impact

Own and manage a portfolio of high-value Enterprise and key Commercial accounts
Develop deep, multi-threaded relationships with executive decision-makers and stakeholders
Build and execute tailored Customer Success Plans aligned with client business outcomes
Guide complex onboarding initiatives with Implementation and Professional Services teams
Ensure swift time-to-value and adoption across hybrid IT environments
Monitor portfolio health and user engagement, using AI and data to address adoption bottlenecks and churn risks
Prepare and facilitate strategic, metrics-driven quarterly and executive business reviews
Partner with Account Executives and Account Managers on strategic account plans
Identify expansion and upsell opportunities and drive strong 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
Advise customers on security and identity best practices
Success measured by NRR/GRR, customer health, platform adoption, product engagement, onboarding time-to-value, and qualified expansion/upsell pipeline contribution
Collaborate with Sales, Account Management, Support, Solutions Engineering, Product, Implementation, and Professional Services teams

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 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 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
Self-starter able to work in a high-growth, remote-first environment
Willingness to travel for customer meetings and workshops, about 10%
Fluent spoken and written English
Must be located within one of the 50 U.S. states

Benefits

Comp & perks

Several medical plans, including a high deductible HSA plan with employer contribution
Two dental plans
Vision insurance
Flexible spending account (FSA)
Employee assistance program (EAP)
Short- and long-term disability insurance
Life insurance
401(k) savings plan with match
Flexible paid time off policy
Remote work within the United States
Opportunity to spend time in JumpCloud offices in the Denver/Boulder area
Professional growth and expertise-sharing opportunities
Equal opportunity employment