Customer Success Manager

• Develop deep, multi-threaded relationships with executive decision-makers and stakeholders across Enterprise accounts
• Build and execute tailored Customer Success Plans aligned with client business outcomes
• Partner with Implementation and Professional Services teams to guide onboarding and ensure swift time-to-value and adoption across hybrid IT environments
• Monitor portfolio health and user engagement, using AI and data to address adoption bottlenecks and churn risks
• Prepare and facilitate strategic, metrics-driven quarterly and executive business reviews
• Partner with Account Executives and Account Managers to identify expansion and upsell opportunities and drive strong Net Retention Rates
• Serve as the primary point of contact for strategic account escalations
• Advocate for customer product enhancements with Product and Engineering leadership
• Maintain technical expertise in JumpCloud’s platform, modern IT architectures, and industry trends
• Success measured by NRR/GRR, customer health, platform adoption, product engagement, onboarding time-to-value, and qualified expansion/upsell pipeline contribution

• 7+ years of customer-facing experience in B2B SaaS Customer Success or Strategic Account Management, managing Enterprise or high-ARR Commercial accounts
• Strong industry background with SaaS products
• Preferred domain knowledge in IT infrastructure, Identity & Access Management (IAM), Directory Services, SSO/MFA, Mobile Device Management (MDM), Zero Trust, and Security/System Administration
• Proven ability to build trust and credibility with C-suite IT leaders, VPs, business and IT stakeholders, and technical stakeholders
• Ability to synthesize complex customer requirements, evaluate account health metrics, and construct actionable success plans
• Outstanding verbal, written, and presentation skills
• Strong organization, project management, and cross-functional leadership skills
• Bachelor’s degree or equivalent practical experience
• Must be authorized to work in Mexico without restriction
• Proficient in English and Spanish
• Willingness to travel for customer meetings and workshops (10%)

• Remote-first work arrangement within Mexico
• Opportunity to work with a global team across 15+ countries
• Professional growth and expertise-sharing opportunities
• Supportive executive team and board
• Equal opportunity employment
• Willingness to travel for customer meetings and workshops (10%)