Senior Customer Success Manager

JumpCloud is a unified open directory platform that helps organizations securely manage identities, devices, and access from a single cloud-based solution. The Senior Customer Success Manager role manages a $3M+ book of business of U.S.-based commercial customers. This position focuses on onboarding, adoption, retention, and expansion by acting as a trusted advisor and primary customer advocate across technical and business stakeholders.

JumpCloud is seeking a Senior Customer Success Manager based in India to manage and grow a portfolio of U.S. commercial customers. This full-time, remote role operates during U.S. working hours and is responsible for delivering a world-class customer experience across onboarding, adoption, retention, and expansion. The position partners closely with sales, implementation, support, product, and engineering teams to ensure customers achieve measurable IT outcomes and long-term value from the JumpCloud platform.

Responsibilities:
- Build deep, strategic relationships with customers and develop tailored success plans
- Lead customer onboarding to ensure rapid time to value and smooth implementation
- Proactively monitor customer health, identifying risks and driving adoption
- Act as the primary escalation point for complex business and technical issues
- Identify expansion opportunities and partner with Account Managers to drive growth
- Conduct strategic business reviews with executive stakeholders to demonstrate value

Requirements:
- Minimum of 7 years of customer-facing experience in a SaaS environment
- Strong background in customer success or account management serving U.S. customers
- Technical understanding of IT domains such as identity management, MDM, or security
- Excellent communication, organizational, and stakeholder management skills
- Ability to manage multiple high-value accounts with minimal supervision
- Bachelor’s degree preferred or equivalent professional experience

Benefits:
- Fully remote role with global collaboration
- Opportunity to manage a high-value enterprise book of business
- Exposure to a leading IT management and security platform
- Collaborative, customer-first culture focused on continuous improvement

This role offers the opportunity to act as a trusted advisor to U.S. customers while driving measurable outcomes in a fast-growing SaaS organization.