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All roles at JumpCloud are Remote unless otherwise specified in the Job Description.

About JumpCloud

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 6,000 paying customers including Cars.com, GoFundMe, Grab, ClassPass 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.

About the Role:

Reporting to the Vice President of Global Customer Success, the Director of the CSM team is a strategic role and directly responsible for maintaining strong customer health, retention and expansion of an ever growing international customer base.

The objective of the CSM team is the retention of all  customers by ensuring they meet their success criteria and realize ever-growing value from the JumpCloud platform. As the leader of the CSM team, your role is to support and grow your team in making this a reality at all times, always finding ways to improve team efficiencies and scalability. The desire to deliver exceptional customer experiences at scale is what will motivate you and help you and your team achieve success through a variety of means that you will have direct influence over.

What You Will Do:

• Managing multiple teams of CSMs which vary from high touch strategic experience to low touch Digital CS practices.

• Setting, measuring, and analyzing metrics to clearly indicate what success looks like

• Report CSM retention metrics and forecasts, overall customer health and at-risk account plans

• Review success and onboarding plans ensuring a high level of quality and technical accuracy

• Acting as an escalation point by having a strong technical understanding of the situation and engaging the proper internal resources as needed

• Oversee renewal negotiations to help CSMs maintain trusted advisor relationships

• Collaborate with Account Management team by providing effective strategies for identifying and closing expansion opportunities

• Hiring and growing your CSM team to keep pace with customer demands

• Coaching your CSM team through various motions including rapport building, identifying champions, designing effective success plans, running effective business reviews, etc

• Working closely with the CSE managers to consistently improve technical issue resolution

• Define key objectives of CRM tool and oversee implementation to ensure it supports CSM and business requirements

About You:

• 5+ Experience working as a Customer Success leader at a SaaS company.

• 5+ Experience owning a retention company goal

• 5+ Experience setting and managing KPI's and growth plans for team members.

• Experience owning a revenue number including forecasting and delivering

• Experience driving efficiencies and undergoing significant scaling.

• Experience specifying, staffing, and managing projects both internally and externally.

• Desire to work cross-functionally, engaging closely with Sales, Product and Engineering.

• Desire to mentor direct reports and help them succeed in their growth.

• Taking ownership of important decisions in the absence of leadership.

• Experience working in an asynchronous communication environment.

• Ability to calmly handle pressure situations at all times.

• Strong Technical aptitude with common IT tools and infrastructure

Bonus If You:

• Have held any technical customer facing roles

• Have worked hands on with IT tools like Active Directory, AWS, Okta, Google Workspace, etc

• Understand well, and can communicate clearly about identify management

• Understand complexities of running IT environments for global end users

• Have experience in multiple OSs (Windows, MacOS, Linux, iOS, etc)

• Have experience with upselling and expansion

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 $145,000 - $215,000, including base salary and any related bonuses or commissions. 

 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 an flexible paid time off  vacation 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 this Job Description. For US Roles: 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.

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. 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. 

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.    

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