Compensation
This employer didn't list pay. Model a likely range with the calculator.
Model this offer in the calculatorPosting language
Job description
JumpCloud is looking for a VP of Global Customer Success & Support who functions like a scientist and leads like a world-class coach. We don’t just want an administrator; we need a deeply curious data-obsessed leader to own the post-sale journey for our global technical support professional services and success teams.
The Core Mission
You will lead a global team of 100+ across the US UK Mexico and India. Your mandate is to transform customer interactions into a rigorous data-driven engine that eliminates churn and delivers an uncompromising standard of excellence. You will be expected to move the organization toward an AI-foundational approach utilizing automation and machine learning to streamline operations and enhance team efficiency.
Who You Are:
Deeply Curious: You are a "data explorer" who isn't satisfied with surface-level answers.. You dig in to understand the “why” behind a technical friction point or a churn trend until the logic is clear. You’re in front of the customer with your teams asking questions gathering insights and identifying opportunities.
Scientifically Minded: You view the customer journey through a lens of granular data. Your decisions are backed by health scores capacity modeling and usage patterns rather than "gut feel".
A Standard-Bearer & Coach: You hold yourself to a high bar and expect the same from your team. You believe that "good enough" is the enemy of world-class. You mentor your team to achieve excellence blending high empathy with high accountability.
A Product Aficionado: You have a passion for the product's capabilities. You act as a bridge between the customer and Engineering/Product translating complex pain points into an indispensable roadmap.
AI-Forward: You look for ways to augment human talent with technology. You prioritize building a foundation where AI handles the routine so your team can focus on the complex.
Key Responsibilities
Refine the Customer Success Global Technical Support and Account Management team for scale.
Transition the department to an AI-first operational model identifying opportunities to automate workflows streamline ticket resolution and personalize customer engagement at scale.
Refine operational frameworks (people process and tech) to ensure the organization scales efficiently without inflating headcount.
Customize our onboarding motion for every segment (SMG Commercial & Enterprise) ensuring implementation is a technical "win" from day one with every single customer.
Lead our revenue-oriented expansion teams by focusing on customer trust and experience.
Enhance operational frameworks (people process and tech) to ensure the organization can handle massive growth across segments without losing service quality.
Define the responsibilities for AMs TAMs and CSMs to ensure the model is efficient and best for the customer.
Drive Data-Centered RetentionOwn the end-to-end post-sale motion experience and Net Retention Rate (NRR) using predictive data & tools to identify and mitigate churn risks before they manifest.
Accountable for global NPS and CSAT metrics treating these as scientific benchmarks for improvement.
Improve overall onboarding experience and long term retention
Product & Technical AdvocacyAct as the bridge between the Customer and Engineering/Product by implementing timely and nimble feedback loops that provide Product teams with critical customer insights.
Translate complex customer pain points into actionable feedback that drives a "sticky" and indispensable product roadmap.
High-Performance LeadershipManage five direct reports and a 100+ person global footprint.
Present operational updates to the Executive Team and Board of Directors defending strategies with clear metrics and logical depth.
Requirements:
Proven Scale: Significant experience leading both Technical Support Account Management and Customer Success teams across SMB Commercial and Enterprise segments in a fast-growing SaaS environment.
Global Expertise: Experience managing distributed teams across multiple time zones (specifically India NAM LATAM and EMEA).
Analytical Rigor: Proficiency in using data to drive capacity planning health scoring and operational efficiency.
Data Excellence: History of strengthening data trails and building a comprehensive understanding of churn and CSAT indicators as well as refining individual KPIs for the entire global team and upleveling operational frameworks.
Ability to Travel: This role travels approx 30% of the time to customer sites as well as to leadership and team meetings. Travel is both domestic and international.
What the Team is Saying
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 150000 organizations with more than 5000 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.
Related roles