We are seeking an experienced Customer Success Manager based in Mexico to own and manage a portfolio of high-value Enterprise, Commercial and SMB 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 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 develop Customer Success 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 industry background with SaaS Products with preferred 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 key Business and IT stakeholders, 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.
Education: Bachelor’s degree or equivalent practical experience.
Location & Work Requirements :
Location: Remote – Mexico.
Must be authorized to work in Mexico without restriction.
Proficient in English and Spanish
Should be willing to travel for customer meetings and workshops - 10%
#LI-JR1
Skills Required
- 7+ years of customer-facing experience in B2B SaaS Customer Success or Strategic Account Management
- Experience managing enterprise or high-ARR commercial accounts
- Strong SaaS product industry background
- Domain knowledge in IT infrastructure, identity and access management, directory services, SSO/MFA, MDM, Zero Trust, or system administration
- Proven ability to build trust and credibility with C-suite IT leaders, VPs, and technical stakeholders
- Ability to analyze customer requirements, evaluate account health metrics, and create actionable success plans
- Outstanding verbal, written, and presentation skills
- Ability to translate complex technical concepts into business outcomes
- Strong organization, project management, cross-functional leadership, and proactive problem-solving skills
- Bachelor's degree or equivalent practical experience
- Located in Mexico and authorized to work in Mexico without restriction
- Fluency in English and Spanish
- Willingness to travel for customer meetings and workshops up to 10%
What the Team is Saying
JumpCloud Compensation & Benefits Highlights
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Healthcare Strength — Day-one medical, dental, and vision in the U.S., with HSA options and employer contributions, are complemented by no-cost EAP support and mental-health coverage. Expanded medical travel coverage is also highlighted when in-network care is not available nearby.
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Retirement Support — A U.S. 401(k) with employer matching (50% up to 6% per Built In) anchors the retirement offering. Access to a personal financial consultant at no cost provides additional planning support.
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Leave & Time Off Breadth — Flexible/unlimited PTO is emphasized alongside paid sick days, paid holidays, and wellness days. Parental and family medical leave are also highlighted.
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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JumpCloud Offices
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.
