Manager, Customer Success Team

Manager, Customer Success Team

Remote in the U.S.

 

About JumpCloud

At JumpCloud, we’re looking for best-in-class talent to help define the future of modern identity and device management from the ground up.

 

JumpCloud’s mission is to Make Work Happen®, providing simple, secure access to corporate technology resources from any device, or any location. The JumpCloud Directory Platform gives IT, security operations, and DevOps a single, cloud-based solution to control and manage employee identities, their devices, and apply conditional access controls based on Zero Trust principals. JumpCloud has a global user base of more than 100,000 organizations, with over 3,000 customers including Cars.com, Grab, ClassPass, Uplight, Beyond Finance and Foursquare. JumpCloud is backed by BlackRock, General Atlantic, OpenView, and Foundry Group.

 

About the Role:

As Manager, Customer Success Team, you will be the primary point of contact for business issues with our customers and partners as well as building and maintaining a world-class, global team of CSMs. 

 

You will develop and cultivate relationships where your role is to ensure CSMs are connected to customers and partners and are well versed in the processes and methodologies to build long lasting, deep relationships.  Customer satisfaction, renewals, and NPS are the driving forces for you and this team.  This role reports to the Senior Director of Customer Support.  

 

In this position you will...

  • Lead a high performing team of Customer Success Managers (CSMs) to measurable objectives with work schedules and training that allow them to be effective in their role, thus achieving company objectives

  • Ensure your team is fulfilling their duties as advocates for our customers and partners to achieve defined metrics.

  • Ensure the proper models and processes are in place for your team to achieve their goals while maximizing their account load

  • Partner with Customer Support and Implementation on case escalations, processes, and product implementations so that customers and partners are fully on-boarded

  • Manage CSMs to leverage and develop cadences to show value and ROI on feature usage, and potential feature usage

  • Develop a program that proactively identifies issues that may impact customer retention 

  • Assess overall account health through data-driven analysis of product usage, support cases, and administrative activities

Requirements:

  • 5+ years experience in a similar role leading teams that support SaaS or web-based applications

  • Deep technical aptitude and experience or understanding of the role of IT or System Admin

  • A strong desire to support CSMs to grow in their careers as they help customers and partners achieve their desired outcomes 

  • Proven leadership of high performing, people oriented teams that are driven by customer satisfaction 

  • Proven leadership in process development, definition of metrics, and measurement to pre and post sales implementation goals

  • Demonstrated ability to lead, adhere to process and structure, and communicate customer status and issues to internal and external teams

  • Excellent communication, problem-solving, multi-tasking, time management and organizational skills, with strong attention to detail

  • Effective documentation, organization skills, service orientated skills, a positive-can-do attitude, a passion for learning new technologies, and the experience using those skills in a fast paced, demanding, customer-facing environment

  • Bachelor’s degree desired

Nice to have...

Previous work experience as an IT Admin or System Administrator in a technical domain and a basic understanding of the following technologies is a big plus:

  • Directory Services (Active Directory, LDAP)

  • Networking & Authentication (RADIUS a plus!)

  • Single Sign-on and SAML protocol

  • Windows, MacOS and Linux Operating Systems

  • User onboarding and offboarding

  • Software systems setup and configuration experience

Where you’ll be working 

All our roles are remote in the U.S. unless otherwise specified.  Our Headquarters is in the Denver/Boulder, CO area. Once we reopen our offices you will have the opportunity to remain fully remote (in the U.S.), work from one of our office locations (CO only currently) or flex your time.

 

Why JumpCloud?  

If you thrive working in a fast, SaaS-based environment and you are passionate about solving challenging technical problems, we look forward to hearing from you!

 

JumpCloud is an incredible place to share and grow your expertise! You’ll work with amazing talent across each department who are passionate about our mission. We’re out of the box thinkers, so your unique ideas and approaches for conceiving a product and/or feature will be welcome. You’ll have a voice in the organization as you work with a seasoned executive team, a supportive board and in a proven market that our customers are excited about. 

 

Please submit your résumé and brief explanation about yourself and why you would be a good fit for JumpCloud.  Please note JumpCloud is not accepting third party resumes at this time.  

 

We're an equal opportunity employer. All applicants will be considered for employment without attention to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran or disability status. 


In accordance with the Colorado Equal Pay for Equal Work Act, the approximate annual compensation range for this role is $120,000 to $160,000, including base salary and any related bonuses or commissions. JumpCloud provides comprehensive benefits including medical, dental and vision insurance, short and long term disability, life insurance and 401k benefits. We have an unlimited vacation policy and also provide commuter benefits for employees in the Denver/Boulder, CO area.