All roles at JumpCloud® are Remote unless otherwise specified in the Job Description.
About JumpCloud®
JumpCloud® is the AI-powered unified IT management platform designed to secure the modern workforce. By consolidating identity, device, and access management, JumpCloud provides intelligent, secure IT that scales from human users to autonomous AI agents. We help organizations around the globe eliminate complexity and turn AI risk into an optimized advantage, ensuring the right people and agents have secure access to the right resources at all times.
About the Role
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
Architect the Customer Engine for Trust-driven Strategic Revenue Growth
- 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 Retention
- Own 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 Advocacy
- Act 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 Leadership
- Manage 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.
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.
You must be located in and authorized to work in the country noted in the job description to be considered for this role.
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.
Equal Opportunity Employment
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.
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