Job Description

As a Senior 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: Develop deep, strategic relationships with customers, understanding their unique business needs and crafting tailored Success Plans that drive measurable outcomes Lead customer onboarding initiatives, ensuring a seamless integration process and swift time to value for clients Proactively monitor customer health, identifying and addressing potential risks with minimal oversight, while leveraging internal resources as needed Serve as the primary escalation point for complex business and technical issues, owning resolution and maintaining customer satisfaction 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 a deep understanding of JumpCloud s product capabilities and industry trends, enabling you to guide customers on relevant features that address their IT challenges Conduct strategic business reviews with executive stakeholders to demonstrate value and outline future growth strategies How success will be measured: Onboarding time to value Customer health and adoption Customer Retention Identification of Upsell Opportunities We re looking for: Minimum 7-8 years of customer facing experience at a Saas company, with a strong background in customer success or account management, ideally serving EMEA markets Technical acumen in the field of IT preferred (i.e. User Access Management, authentication, device management, MDM, security, system administration, etc) Exceptional organizational skills with the ability to manage multiple high-value accounts simultaneously Outstanding verbal & written communications and strong listening skills, particularly in the technical IT environment A proactive, independent approach with a strong desire for continuous learning and improvement Excellent problem-solving, multi-tasking, time management and organizational skills, with strong attention to detail Bachelor s degree or equivalent experience preferred