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Our goal at JumpCloud is to Make (Remote) Work Happen with One Directory to Rule Them All!
The Role
The Customer Success Manager will partner with sales and product teams to enhance customer experience, oversee onboarding, address customer needs, and drive product adoption and expansion opportunities.
Summary Generated by Built In
All roles at JumpCloud® are Remote unless otherwise specified in the Job Description.
About JumpCloud®
JumpCloud® delivers a unified open directory platform that makes it easy to securely manage identities, devices, and access across your organization. With JumpCloud®, IT teams and MSPs enable users to work securely from anywhere and manage their Windows, Apple, Linux, and Android devices from a single platform. JumpCloud® is IT Simplified.
What you’ll be doing:
As a Customer Success Manager, you’ll be partnering closely with sales, support, product and engineering teams to deliver a world class customer experience. Partnering with Implementation services, you will oversee customer onboarding, working with customer stakeholders to achieve critical IT objectives in a timely fashion. You will act as a trusted advisor to customers, providing guidance that drives product adoption, driving health and identifying expansion opportunities that benefit your customer’s objectives. You will serve as the customer champion as the primary point of contact for all customer needs ensuring issues are receiving the proper attention, features are properly prioritized and sharing product updates that impact your customers’ environment.
Your duties and responsibilities include:
- Understand the customer’s requirements, challenges, and what business outcomes and value they are expecting from their investment
- Crafting Success Plans that include agreed upon scope, metrics, onboarding and adoption plans and clear timelines that leads to highly impactful customer outcomes
- Monitor customer health and proactively identify issues by engaging all available resources to resolve the issue and strategically mitigate risk
- Act as the main escalation point for business and technical issues, providing centralized and dedicated ownership within JumpCloud
- Own and execute contract renewals
- Identify expansion opportunities by understanding customer needs and partner with Account Managers to drive expansion opportunities
- Partner with Account Managers to develop joint strategic Account Plans deepening customer relationships and driving additional value
- Maintain an understanding of JumpCloud products and industry knowledge to effectively drive greater customer engagement on the most relevant features/functionality for their specific business needs
- Maintain quantitative and qualitative value that clearly indicates a customer’s return on investment
- Conduct business reviews to drive executive engagement by summarizing business value and future growth strategy
- Maintain expertise in the JumpCloud platform product capabilities and how our solutions solve customer IT needs
How success will be measured:
- Onboarding time to value
- Customer health and adoption
- Customer Retention
- Identification of Upsell Opportunities
We’re looking for:
- Minimum 2 years of customer facing experience at a Saas company
- Technical acumen in the field of IT preferred (i.e. User Access Management, authentication, device management, MDM, security, system administration, etc)
- Strong organizational skills with the ability to manage several tasks in parallel
- Outstanding verbal & written communications and strong listening skills, particularly in the technical IT environment.
- Learning mindset that is always curious
- Excellent problem-solving, multi-tasking, time management and organizational skills, with strong attention to detail
- Bachelor’s degree (preferred but not required) or equivalent experience
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 $115,000 - $140,000, 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.
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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 [email protected] with the subject line "Scam Notice"
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Top Skills
Authentication
Device Management
It Security
Mdm
System Administration
User Access Management
What the Team is Saying
Aaron
VP of People
Courtney
Manager, Learning and Development
Katy
Manager, People Attraction
Rajat
CEO
Rajat
CEO
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The Company
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
Gallery
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.
Typical time on-site:
None
