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 trusted advisor to IT executives, driving product adoption, customer retention, and long-term value realization. The role involves partnering with internal teams to champion customer needs, mitigate churn, and identify expansion opportunities.

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 teams to guide onboarding initiatives and ensure swift time-to-value.
• Proactively monitor portfolio health and leverage data to address adoption bottlenecks and churn risks.
• Prepare and facilitate strategic, metrics-driven quarterly and executive business reviews.
• Serve as the primary point of contact for strategic account escalations and advocate for product enhancements.

Required skills

• B2B SaaS
• Customer Success
• Strategic Account Management
• IT infrastructure
• Identity & Access Management
• Directory Services
• SSO/MFA
• Mobile Device Management
• Zero Trust
• System Administration
• English
• Spanish

Qualifications

• Bachelor's degree or equivalent practical experience

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.