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 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.
• Facilitate strategic, metrics-driven quarterly and executive business reviews.
• Partner with sales teams to identify expansion and upsell opportunities.
• 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
• English
• Spanish

Nice to have

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

Qualifications

• Bachelor's degree or equivalent practical experience

About the Company

JumpCloud is an 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.