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.

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.

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