About The Position
JumpCloud is looking for a VP of Global Customer Success & Support who functions like a scientist and leads like a world-class coach. This role is for a deeply curious, data-obsessed leader to own the post-sale journey for global technical support, professional services, and success teams. The core mission is to lead a global team of 100+ across the US, UK, Mexico, and India, transforming customer interactions into a rigorous, data-driven engine that eliminates churn and delivers an uncompromising standard of excellence. The role is expected to move the organization toward an AI-foundational approach, utilizing automation and machine learning to streamline operations and enhance team efficiency.
Requirements
- Proven Scale: Significant experience leading both Technical Support, Account Management and Customer Success teams across SMB, Commercial and Enterprise segments in a fast-growing SaaS environment.
- Global Expertise: Experience managing distributed teams across multiple time zones (specifically India, NAM, LATAM, and EMEA).
- Analytical Rigor: Proficiency in using data to drive capacity planning, health scoring, and operational efficiency.
- Data Excellence: History of strengthening data trails and building a comprehensive understanding of churn and CSAT indicators as well as refining individual KPIs for the entire global team and upleveling operational frameworks.
- Ability to Travel: This role travels approx 30% of the time to customer sites as well as to leadership and team meetings. Travel is both domestic and international.
- Fluent in English speaking and writing.
Nice To Haves
- Functions like a scientist and leads like a world-class coach.
- Deeply curious, data-obsessed leader.
- AI-foundational approach, utilizing automation and machine learning.
- Deeply Curious: You are a "data explorer" who isn't satisfied with surface-level answers.
- Scientifically Minded: You view the customer journey through a lens of granular data.
- A Standard-Bearer & Coach: You hold yourself to a high bar and expect the same from your team.
- A Product Aficionado: You have a passion for the product's capabilities.
- AI-Forward: You look for ways to augment human talent with technology.
Responsibilities
- Architect the Customer Engine for Trust-driven Strategic Revenue Growth
- Refine the Customer Success, Global Technical Support, and Account Management team for scale.
- Transition the department to an AI-first operational model, identifying opportunities to automate workflows, streamline ticket resolution, and personalize customer engagement at scale.
- Refine operational frameworks (people, process, and tech) to ensure the organization scales efficiently without inflating headcount.
- Customize our onboarding motion for every segment (SMG, Commercial & Enterprise), ensuring implementation is a technical "win" from day one with every single customer.
- Lead our revenue-oriented expansion teams by focusing on customer trust and experience.
- Enhance operational frameworks (people, process, and tech) to ensure the organization can handle massive growth across segments without losing service quality.
- Define the responsibilities for AMs, TAMs, and CSMs to ensure the model is efficient and best for the customer.
- Drive Data-Centered Retention
- Own the end-to-end post-sale motion experience and Net Retention Rate (NRR), using predictive data & tools to identify and mitigate churn risks before they manifest.
- Accountable for global NPS and CSAT metrics, treating these as scientific benchmarks for improvement.
- Improve overall onboarding experience and long term retention
- Product & Technical Advocacy
- Act as the bridge between the Customer and Engineering/Product by implementing timely and nimble feedback loops that provide Product teams with critical customer insights.
- Translate complex customer pain points into actionable feedback that drives a "sticky" and indispensable product roadmap.
- High-Performance Leadership
- Manage five direct reports and a 100+ person global footprint.
- Present operational updates to the Executive Team and Board of Directors, defending strategies with clear metrics and logical depth.
Benefits
- Work remotely within the country noted in the Job Description.
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What This Job Offers
Job Type
Full-time
Career Level
Executive
Education Level
No Education Listed
