Teams at JumpCloud

Manage a portfolio of high-value B2B SaaS accounts in Mexico, serving as a strategic advisor to IT executives. Drive onboarding, adoption, retention, customer health, executive business reviews, and expansion opportunities. Develop success plans, mitigate churn risks, handle escalations, advocate for product improvements, and advise customers on IT infrastructure, identity, access management, and security best practices. Collaborate cross-functionally with Sales, Support, Product, Engineering, and Professional Services.

Leads Product Strategy and Operations as a trusted partner to Product leadership. Owns portfolio planning, prioritization, governance, executive reporting, Pendo adoption insights, customer feedback processes, advisory board operations, product and packaging analytics, and KPI systems. Partners with Finance and go-to-market teams on monetization while building AI agents and workflow automations to improve reporting and identify risks. The role is remote in India and requires close collaboration with global teams in English.

Provides Tier 1 technical support for JumpCloud customers through email, phone, chat, and remote sessions. Responsibilities include troubleshooting Windows and identity-management issues, managing escalated tickets, reproducing defects, collaborating with Product and Engineering, maintaining knowledge-base content, supporting customer onboarding, and participating in an on-call outage response rotation.