Customer Success Manager

About the role

JumpCloud is seeking an experienced Customer Success Manager based in Mexico to manage a portfolio of high-value Enterprise, Commercial, and SMB accounts. You will act as a strategic partner to IT executives, driving product adoption, customer retention, and long-term value realization. The role involves collaborating with cross-functional teams to champion customer needs and mitigate churn risks.

Responsibilities

• Develop multi-threaded relationships with key executive decision-makers and stakeholders.
• Build and execute tailored Customer Success Plans aligned with client business outcomes.
• Partner with Implementation and Professional Services teams to guide onboarding initiatives.
• Proactively monitor portfolio health and leverage data to address adoption bottlenecks.
• Prepare and facilitate strategic, metrics-driven quarterly and executive business reviews.
• Serve as the primary point of contact for strategic account escalations.

Required skills

• B2B SaaS
• Customer Success
• Strategic Account Management
• IT infrastructure
• Identity & Access Management
• Executive Presence
• Project management

Nice to have

• Directory Services
• SSO/MFA
• Mobile Device Management
• Zero Trust
• System Administration

Qualifications

• Bachelor's degree or equivalent practical experience
• Authorized to work in Mexico without restriction
• Proficient in English and Spanish

About the Company

JumpCloud is the AI-powered unified IT management platform designed to secure the modern workforce. By consolidating identity, device, and access management, the company provides intelligent, secure IT that scales from human users to autonomous AI agents.