Customer Success Manager - United States

JumpCloud • Charlotte, NC

2d • $100,000 - $150,000 • Remote

About The Position

We are seeking an experienced Customer Success Manager based in the US to own and manage a portfolio of high-value Enterprise and key Commercial accounts. In this role, you will act as a trusted advisor and strategic partner to IT executives (CIOs, CISOs, VPs/Directors of IT), driving deep product adoption, customer retention, and long-term value realization. You will partner closely with Sales, Account Management, Support, Solutions Engineering, and Product teams to champion customer needs, mitigate churn risks, and unlock expansion opportunities.

Requirements

• 7+ years of customer-facing experience in B2B SaaS Customer Success or Strategic Account Management, 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 track record of building trust and commanding 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, with an ability to translate complex technical concepts into business outcomes.
• A self-starter with strong organization, project management, and cross-functional leadership skills in a high-growth, remote-first environment
• Willingness to travel for customer meetings and workshops, about 10%
• Must be able to speak and write in English fluently.

Responsibilities

• Develop deep, multi-threaded relationships with key executive decision-makers and stakeholders across Enterprise accounts.
• Build and execute tailored Customer Success Plans aligned with client business outcomes.
• Partner with Implementation and Professional Services teams to guide complex onboarding initiatives, ensuring swift time-to-value and adoption across hybrid IT environments.
• Proactively monitor portfolio health, user engagement, leverage AI and data to address adoption bottlenecks and potential churn risks early.
• Prepare and facilitate strategic, metrics-driven quarterly and executive business reviews with key client leaders to showcase ROI, benchmark health, and align on strategic roadmaps.
• Partner closely with Account Executives and Account Managers to co-develop joint strategic account plans, identify expansion/upsell opportunities, and drive strong Net Retention Rates (NRR).
• Serve as the primary point of contact for strategic account escalations.
• Advocate for customer product enhancements with Product and Engineering leadership to influence product roadmap priorities.
• Maintain a deep technical understanding of JumpCloud’s platform capabilities, modern IT architectures, and industry trends to advise customers on security and identity best practices.

Benefits

• Comprehensive benefits package
• Several medical plans to choose from 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
• Life insurance
• 401k savings plan with match
• Flexible paid time off policy

What This Job Offers

• Job Type: Full-time
• Career Level: Senior
• Education Level: No Education Listed