客户成功经理
Customer Success Manager
所有JumpCloud®职位均为远程办公，除非职位描述中另有说明。
关于JumpCloud®
JumpCloud®是一个由人工智能驱动的统一IT管理平台，旨在保护现代员工队伍。通过整合身份、设备和访问管理，JumpCloud提供智能、安全的IT解决方案，从人类用户扩展到自主AI代理。我们帮助全球组织消除复杂性，将AI风险转化为优化优势，确保正确的人和代理始终能够安全访问正确的资源。
JumpCloud是智能、安全的IT。
职位描述
我们正在寻找一位位于美国的资深客户成功经理，负责管理和维护高价值的企业和关键商业客户组合。
在此职位中，您将作为IT高管（CIO、CISO、IT副总裁/总监）的可信顾问和战略合作伙伴，推动产品的深入使用、客户留存和长期价值实现。您将与销售、客户管理、支持、解决方案工程和产品团队紧密合作，倡导客户需求，降低流失风险，并挖掘扩展机会。
主要职责与工作内容：
战略客户管理：与企业客户的关键决策者和利益相关者建立深入的多线关系，制定并执行与客户业务成果对齐的定制化客户成功计划。
入职与价值实现：与实施和专业服务团队合作，指导复杂的入职流程，确保在混合IT环境中快速实现价值和采用率。
采用与风险缓解：主动监控客户组合健康状况，关注用户参与度，利用人工智能和数据解决采用瓶颈和潜在流失风险。
季度评审/高管业务评审（EBRs）：准备并主持与关键客户领导的战略性、以数据为驱动的季度和高管业务评审，展示投资回报率，基准健康状况，并就战略路线图达成一致。
增长与商业合作：与客户经理和客户经理紧密合作，共同制定联合战略客户计划，识别扩展/升级机会，并推动强劲的净保留率（NRR）。
客户倡导与升级处理：作为战略客户升级的主要联系人，向产品和工程领导层倡导客户产品改进，影响产品路线图优先级。
查看英文原文
All roles at JumpCloud® are Remote unless otherwise specified in the Job Description.
About JumpCloud®
JumpCloud® is the AI-powered unified IT management platform designed to secure the modern workforce. By consolidating identity, device, and access management, JumpCloud provides intelligent, secure IT that scales from human users to autonomous AI agents. We help organizations around the globe eliminate complexity and turn AI risk into an optimized advantage, ensuring the right people and agents have secure access to the right resources at all times.
JumpCloud is Intelligent, Secure IT.
About the Role
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.
Key Duties & Responsibilities:
Strategic Account Management: 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.
Onboarding & Time to Value: Partner with Implementation and Professional Services teams to guide complex onboarding initiatives, ensuring swift time-to-value and adoption across hybrid IT environments.
Adoption & Risk Mitigation: Proactively monitor portfolio health, user engagement, leverage AI and data to address adoption bottlenecks and potential churn risks early.
QBRs / Executive Business Reviews (EBRs): 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.
Growth & Commercial Partnership: 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)
Customer Advocacy & Escalation: 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.
Subject Matter Expertise: 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.
How Success Will Be Measured
Net Retention Rate (NRR) & Gross Retention Rate (GRR) across your assigned portfolio
Customer Health, Platform Adoption, and Product Engagement
Onboarding Time-to-Value (TTV) for key accounts
Identification and pipeline contribution of qualified Expansion/Upsell opportunities
We’re Looking For:
Experience: 7+ years of customer-facing experience in B2B SaaS Customer Success or Strategic Account Management, managing Enterprise or high-ARR Commercial accounts
Technical Acumen: Strong domain knowledge in IT infrastructure, Identity & Access Management (IAM), Directory Services, SSO/MFA, Mobile Device Management (MDM), Zero Trust, and Security/System Administration.
Executive Presence: Proven track record of building trust and commanding credibility with C-suite IT leaders, VPs, and technical stakeholders.
Analytical & Strategic Mindset: Ability to synthesize complex customer requirements, evaluate account health metrics, and construct actionable success plans.
Communication: Outstanding verbal, written, and presentation skills, with an ability to translate complex technical concepts into business outcomes.
Proactive Problem Solving: A self-starter with strong organization, project management, and cross-functional leadership skills in a high-growth, remote-first environment
Willingness to Travel: Should be willing to travel for customer meetings and workshops, about 10%
In accordance with the Colorado Equal Pay for Equal Work Act, the approximate annual compensation range for this role, depending on individual candidate level and experience, is $100,000 - $150,000, including base salary and any related bonuses or commissions.
In the US, JumpCloud® provides a comprehensive benefits package, with 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 and a 401k savings plan with match. We have a flexible paid time off policy.
Where you’ll be working/Location:
JumpCloud® is committed to being Remote First, meaning that you are able to work remotely within the country noted in the Job Description.
All roles posted in United States locations do require that you be located within one of the 50 U.S. States. Our Headquarters is in the Denver/Boulder, CO area but as a remote company, you are able to work remotely anywhere in the U.S. If you would like to spend time in our offices in the Denver/Boulder area, you are welcome to do that as well.
Language:
JumpCloud® has teams in 15+ countries around the world and conducts our internal business in English. The interview and any additional screening process will take place primarily in English. To be considered for a role at JumpCloud®, you will be required to speak and write in English fluently. Any additional language requirements will be included in the details of the job description.
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.
One of JumpCloud®'s three core values is to “Build Connections.” To us that means creating " human connection with each other regardless of our backgrounds, orientations, geographies, religions, languages, gender, race, etc. We care deeply about the people that we work with and want to see everyone succeed." - Rajat Bhargava, CEO
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.
JumpCloud® is 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.
Scam Notice:
Please be aware that there are individuals and organizations that may attempt to scam job seekers by offering fraudulent employment opportunities in the name of JumpCloud. These scams may involve fake job postings, unsolicited emails, or messages claiming to be from our recruiters or hiring managers. Please note that JumpCloud will never ask for any personal account information, such as credit card details or bank account numbers, during the recruitment process. Additionally, JumpCloud will never send you a check for any equipment prior to employment.
All communication related to interviews and offers from our recruiters and hiring managers will come from official company email addresses (@jumpcloud.com) and will never ask for any payment, fee to be paid or purchases to be made by the job seeker. If you are contacted by anyone claiming to represent JumpCloud and you are unsure of their authenticity, please do not provide any personal/financial information and contact us immediately at recruiting@jumpcloud.com with the subject line "Scam Notice"
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