We are seeking an experienced Customer Success Manager based in India (Remote) to own the end-to-end post-sales technical success for a strategic portfolio of APAC / EMEA based Enterprise and high-value Commercial customers.
This is a technical-first, strategic advisory role that combines deep hands-on product expertise with long-term customer outcome ownership. You will serve as the trusted technical advisor to our customers, ranging from hands-on IT Admins and Systems Engineers to CISOs, Directors, and VPs of IT and Compliance.
You will partner closely with Account Managers, Support, Product, Engineering, and Solutions Architecture teams to drive product utilization, customer health, rapid onboarding, and gross/net retention across the JumpCloud platform.
What You’ll Be Doing :
Portfolio & Lifecycle Ownership: Own the post-sales success plan for an assigned portfolio of Enterprise and Commercial accounts, aligning JumpCloud features directly with client business objectives.
Trusted Technical Advisor: Serve as the strategic advisor for IT administrators, Security Operations, and Executive Sponsors on identity, access, device management, and Zero Trust best practices.
Onboarding & Time-to-Value (TTV): Lead complex technical onboarding, deployment architectures, feature rollouts, and change management strategies to ensure rapid time-to-value.
Health & Telemetry Monitoring: Proactively analyze account usage data, deployment health signals, and platform telemetry (leveraging AI-driven insights and health dashboards) to identify adoption risks or unused features.
Complex Escalation Ownership: Serve as the primary internal liaison for high-priority technical escalations. Partner with Support, Product, and Engineering to diagnose root causes and expedite resolution.
Executive & Technical Business Reviews (EBRs/QBRs): Prepare and conduct regular value-driven reviews with executive and technical stakeholders, demonstrating ROI, security improvement, and product roadmap alignment.
Growth Collaboration (CSQLs): Identify new technical use cases, expanding user bases, or add-on product opportunities and collaborating with Account Managers to drive expansion.
Voice of the Customer: Advocate for customer requirements by channeling technical feedback, feature requests, and bug patterns directly into Product and Engineering roadmaps.
Risk Mitigation: Develop mitigation plans for at-risk accounts and lead retention-focused customer strategies
How Success Will Be Measured :
Retention: Gross Retention Rate (GRR) & Net Retention Rate (NRR) across your assigned portfolio.
Adoption & Health: Product utilization benchmarks, deployment milestones, and overall account technical health scores.
Time to Value: Onboarding completion velocity for new Enterprise/Commercial deployments.
Expansion Pipeline: Customer Success Qualified Leads (CSQLs) generated for Account Managers.
Customer Satisfaction: NPS / CSAT and successful escalation resolution outcomes.
Skills & Experience :
Experience: 5+ years of customer-facing technical experience in SaaS (Customer Success, Technical Account Management, Solutions Engineering, Technical Support, or Professional Services), with at least 3+ years in a dedicated technical capacity
Domain Depth: Demonstrated hands-on technical expertise in at least three of the following core areas:
Identity & Access Management (IAM)
SAML / SCIM / SSO
Directory Services: Active Directory, LDAP, Microsoft Entra ID (Azure AD), Okta, or Google Workspace administration.
Device & Endpoint Management (MDM): Management of Windows, macOS (Apple Business Manager/APNs), and Linux environments.
Security & Zero Trust: RADIUS authentication, Passwordless, Conditional Access, and Network Security concepts.
APIs & Integrations: REST APIs, webhooks, JSON, and system integration workflows.
Hands-on Technical Aptitude: Comfort testing new platform features, building lab environments, and troubleshooting complex configurations before presenting solutions to customers.
Executive Presence & Communication: Exceptional written and spoken English skills, with proven ability to translate complex technical concepts into clear business outcomes for C-level executives and technical admins alike.
Technical Nice-to-Haves / Preferred:Scripting: Proficiency in PowerShell, Bash, or Python for IT automation and endpoint management.
Cloud & Networking: Experience with AWS (S3, Lambda, EC2, CloudWatch), networking protocols, RADIUS, or Intune/Okta certifications.
Prior JumpCloud or Admin Experience: Direct experience administering JumpCloud, or hands-on experience as a SysAdmin/IT Manager.
Education: Bachelor’s degree in Computer Science, Information Technology, Cybersecurity, or equivalent practical experience.
#LI-YM1
Skills Required
- 5+ years customer-facing technical experience in SaaS, with at least 3+ years in a dedicated technical capacity
- Hands-on technical expertise in at least three areas such as IAM, SAML/SCIM/SSO, Directory Services (AD/LDAP/Azure AD/Okta/Google Workspace), MDM (Windows/macOS/Linux), Security/Zero Trust (RADIUS, Passwordless, Conditional Access), or APIs/webhooks/JSON
- Hands-on technical aptitude: build lab environments, test platform features, and troubleshoot complex configurations
- Executive presence with exceptional written and spoken English communication
- Must be located in and authorized to work in India
- Experience administering JumpCloud or prior SysAdmin/IT Manager experience
- Scripting proficiency in PowerShell, Bash, or Python for IT automation
- Experience with AWS (S3, Lambda, EC2, CloudWatch), networking protocols, RADIUS, Intune/Okta certifications
- Bachelor's degree in Computer Science, Information Technology, Cybersecurity, or equivalent practical experience
What the Team is Saying
JumpCloud Compensation & Benefits Highlights
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Healthcare Strength — U.S. offerings include day-one medical, dental, and vision coverage plus HSA options, EAP mental-health support, and medical travel where applicable, signaling a robust core health package.
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Leave & Time Off Breadth — Flexible or unlimited PTO, paid sick time, holidays, and highlighted parental leave point to wide-ranging time-off provisions that support work-life needs.
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Parental & Family Support — Parental leave and U.S. dependent care FSA are emphasized, indicating targeted support for families alongside remote-first flexibility.
JumpCloud Insights
What We Do
JumpCloud’s mission is to Make Work Happen®, providing simple, secure access to an organization’s technology resources from any device, or any location. The JumpCloud Open Directory Platform gives IT, security operations, and DevOps a single, cloud-based solution to control and manage employee identities and their devices, and apply conditional access controls based on Zero Trust principals. Since launching in 2012, our global user base has grown to more than 150,000 organizations, with more than 5,000 paying customers including Cars.com, GoFundMe, Grab, ClassPass, Uplight and Peloton. JumpCloud has raised over $400M from world-class investors including Sapphire Ventures, General Atlantic, Sands Capital, Atlassian, and CrowdStrike. Our teams are growing fast, too, and we're looking for talent across engineering, sales, customer success, marketing, product management, and more. Join our team of dedicated, passionate, and creative people who are eager to change the IT industry forever. We live by our core values which are: Build Connections Think Big 1% Better Every Day
Why Work With Us
We offer an incredible opportunity to see your impact. Each team member gets an up close personal view and education into building a fast growing startup. We are transparent about what we are doing, how we are doing it, and the decisions that we are making. There is opportunity to progress and flexibility to find unique approaches to our business
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Remote Workspace
Employees work remotely.
JumpCloud is committed to being remote-first across the world. We have team members in most U.S. states and in 14 countries.
