Customer Success Manager

Job Description

Customer Success Manager

About JumpCloud

Do you enjoy solving challenging problems using the latest technologies within a great team? Even better knowing that your work is highly visible and mission critical for thousands of organizations around the globe? JumpCloud (www.jumpcloud.com) is searching for the best in the business when it comes to helping to design, build and support the next generation of server management and directory software. We built a disruptive new technology called Directory-as-a-Service® and it is reinventing a two decade old monopoly, giving organizations freedom of choice with their IT solutions.

What you’ll be doing:

You will be the primary point of contact for JumpCloud’s customers and partners. You will develop and cultivate relationships where your role is to ensure customers and partners are connected to JumpCloud’s product, processes, and people to resolve issues, provide product updates and share timely information that helps customers be successful in their deployment and usage of JumpCloud Directory-as-a-Service®. The focus of this role is to efficiently and consistently satisfy our customers’ needs.

Your duties and responsibilities include:

• Creating deep and meaningful relationships with customers and partners.
• Conversing with our customers to understand their business objectives, project goals and their environment to ensure a valuable experience with JumpCloud.
• Advocating within JumpCloud to ensure our customer’s needs are being addressed.
• Guiding customers through product implementation and onboarding.
• Highlighting the value of the JumpCloud’s platform, demonstrating the product, and educating customers on features that can save them time and money.
• Engaging your technical expertise to proactively inform customers and partners of the benefit of JumpCloud’s constant focus on new product features and functionality.
• Deepening both product adoption and successful feature use that establishes you as a trusted resource for your accounts.
• Identifying expansion opportunities to generate additional revenue (upsell/cross-sell) that may arise during the renewal management cycle.
• Utilizing JumpCloud resources to resolve issues in a professional, coordinated manner.
• Conducting periodic business reviews and roadmap discussions that are aligned with the customer’s business requirements and JumpCloud’s product direction.
• Ability to manage projects and respond to requests for information.

Your success will be measured, but is not limited to, the 5 major areas:

• High Customer Retention
• Steady increase in Customer Renewals
• Increase in overall Customer Expansion
• Increase in overall Customer Adoption of JumpCloud
• Identification of Upsell Opportunities

We’re looking for:

• A minimum of 2 years of customer success experience at a Saas company.
• Dependability, with outstanding service orientation, demonstrating a positive, can-do attitude that brings teams together, internally and externally, to achieve mutual success for our customers and JumpCloud.
• Competent knowledge and experience in Identity and Access Management (IAM), cloud identity management, security, ore related industry.
• Familiarity with IT environments and differences between cloud and on-premises infrastructure.
• Escalation and triage management experience to effectively engage the right stakeholders, at the right time, to bring issues to swift resolution.
• Outstanding communication skills, both verbal and written.
• Strong collaboration and interpersonal skills.
• Excellent problem-solving, multi-tasking, time management, and organizational skills, with strong attention to detail.
• Bachelor’s degree required or similar experience preferred.

Where you’ll be working

We have two offices in Colorado, one in Louisville and one in downtown Denver. Once we reopen office options you will have the opportunity to work from one of our office locations, flex your time or remain fully remote.

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. We have a world-class product, sales, customer success, marketing and engineering teams who are executing together on an opportunity that occurs once in a decade.

Please submit your résumé and brief explanation about yourself and why you would be a good fit for JumpCloud and serving our great customer base. Please note JumpCloud is not accepting third party resumes at this time.

We're 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.