We are seeking an experienced Customer Success Manager based in India (Remote) to own the end-to-end post-sales technical success for a strategic portfolio of APAC / EMEA based Enterprise and high-value Commercial customers.
This is a technical-first, strategic advisory role that combines deep hands-on product expertise with long-term customer outcome ownership. You will serve as the trusted technical advisor to our customers, ranging from hands-on IT Admins and Systems Engineers to CISOs, Directors, and VPs of IT and Compliance.
You will partner closely with Account Managers, Support, Product, Engineering, and Solutions Architecture teams to drive product utilization, customer health, rapid onboarding, and gross/net retention across the JumpCloud platform.
What You’ll Be Doing :
Portfolio & Lifecycle Ownership: Own the post-sales success plan for an assigned portfolio of Enterprise and Commercial accounts, aligning JumpCloud features directly with client business objectives.
Trusted Technical Advisor: Serve as the strategic advisor for IT administrators, Security Operations, and Executive Sponsors on identity, access, device management, and Zero Trust best practices.
Onboarding & Time-to-Value (TTV): Lead complex technical onboarding, deployment architectures, feature rollouts, and change management strategies to ensure rapid time-to-value.
Health & Telemetry Monitoring: Proactively analyze account usage data, deployment health signals, and platform telemetry (leveraging AI-driven insights and health dashboards) to identify adoption risks or unused features.
Complex Escalation Ownership: Serve as the primary internal liaison for high-priority technical escalations. Partner with Support, Product, and Engineering to diagnose root causes and expedite resolution.
Executive & Technical Business Reviews (EBRs/QBRs): Prepare and conduct regular value-driven reviews with executive and technical stakeholders, demonstrating ROI, security improvement, and product roadmap alignment.
Growth Collaboration (CSQLs): Identify new technical use cases, expanding user bases, or add-on product opportunities and collaborating with Account Managers to drive expansion.
Voice of the Customer: Advocate for customer requirements by channeling technical feedback, feature requests, and bug patterns directly into Product and Engineering roadmaps.
Risk Mitigation: Develop mitigation plans for at-risk accounts and lead retention-focused customer strategies
How Success Will Be Measured :
Retention: Gross Retention Rate (GRR) & Net Retention Rate (NRR) across your assigned portfolio.
Adoption & Health: Product utilization benchmarks, deployment milestones, and overall account technical health scores.
Time to Value: Onboarding completion velocity for new Enterprise/Commercial deployments.
Expansion Pipeline: Customer Success Qualified Leads (CSQLs) generated for Account Managers.
Customer Satisfaction: NPS / CSAT and successful escalation resolution outcomes.
Skills & Experience :
Experience: 5+ years of customer-facing technical experience in SaaS (Customer Success, Technical Account Management, Solutions Engineering, Technical Support, or Professional Services), with at least 3+ years in a dedicated technical capacity
Domain Depth: Demonstrated hands-on technical expertise in at least three of the following core areas:
Identity & Access Management (IAM)
SAML / SCIM / SSO
Directory Services: Active Directory, LDAP, Microsoft Entra ID (Azure AD), Okta, or Google Workspace administration.
Device & Endpoint Management (MDM): Management of Windows, macOS (Apple Business Manager/APNs), and Linux environments.
Security & Zero Trust: RADIUS authentication, Passwordless, Conditional Access, and Network Security concepts.
APIs & Integrations: REST APIs, webhooks, JSON, and system integration workflows.
Hands-on Technical Aptitude: Comfort testing new platform features, building lab environments, and troubleshooting complex configurations before presenting solutions to customers.
Executive Presence & Communication: Exceptional written and spoken English skills, with proven ability to translate complex technical concepts into clear business outcomes for C-level executives and technical admins alike.
Technical Nice-to-Haves / Preferred:Scripting: Proficiency in PowerShell, Bash, or Python for IT automation and endpoint management.
Cloud & Networking: Experience with AWS (S3, Lambda, EC2, CloudWatch), networking protocols, RADIUS, or Intune/Okta certifications.
Prior JumpCloud or Admin Experience: Direct experience administering JumpCloud, or hands-on experience as a SysAdmin/IT Manager.
Education: Bachelor’s degree in Computer Science, Information Technology, Cybersecurity, or equivalent practical experience.
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