jumpcloud - Vice President of Global Customer Success & Support (US, UK or India-based)
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Requirements
• Deeply Curious: You are a "data explorer" who isn't satisfied with surface-level answers.. You dig in to understand the “why” behind a technical friction point or a churn trend until the logic is clear. You’re in front of the customer with your teams, asking questions, gathering insights and identifying opportunities. • Scientifically Minded: You view the customer journey through a lens of granular data. Your decisions are backed by health scores, capacity modeling, and usage patterns rather than "gut feel". • A Standard-Bearer & Coach: You hold yourself to a high bar and expect the same from your team. You believe that "good enough" is the enemy of world-class. You mentor your team to achieve excellence, blending high empathy with high accountability. • A Product Aficionado: You have a passion for the product's capabilities. You act as a bridge between the customer and Engineering/Product, translating complex pain points into an indispensable roadmap. • AI-Forward: You look for ways to augment human talent with technology. You prioritize building a foundation where AI handles the routine so your team can focus on the complex. • Proven Scale: Significant experience leading both Technical Support, Account Management and Customer Success teams across SMB, Commercial and Enterprise segments in a fast-growing SaaS environment. • Global Expertise: Experience managing distributed teams across multiple time zones (specifically India, NAM, LATAM, and EMEA). • Analytical Rigor: Proficiency in using data to drive capacity planning, health scoring, and operational efficiency. • Data Excellence: History of strengthening data trails and building a comprehensive understanding of churn and CSAT indicators as well as refining individual KPIs for the entire global team and upleveling operational frameworks. • Ability to Travel: This role travels approx 30% of the time to customer sites as well as to leadership and team meetings. Travel is both domestic and international. • Where you’ll be working/Location: • JumpCloud® is committed to being Remote First, meaning that you are able to work remotely within the country noted in the Job Description. • You must be located in and authorized to work in the country noted in the job description to be considered for this role. • Please note: There is an expectation that our engineers participate in on-call shifts. You will be expected commit to being ready and able to respond during your assigned shift, so that alerts don't go unaddressed. • JumpCloud® has teams in 15+ countries around the world and conducts our internal business in English. The interview and any additional screening process will take place primarily in English. To be considered for a role at JumpCloud®, you will be required to speak and write in English fluently. Any additional language requirements will be included in the details of the job description.
Responsibilities
• Architect the Customer Engine for Trust-driven Strategic Revenue Growth • Refine the Customer Success, Global Technical Support, and Account Management team for scale. • Transition the department to an AI-first operational model, identifying opportunities to automate workflows, streamline ticket resolution, and personalize customer engagement at scale. • Refine operational frameworks (people, process, and tech) to ensure the organization scales efficiently without inflating headcount. • Customize our onboarding motion for every segment (SMG, Commercial & Enterprise), ensuring implementation is a technical "win" from day one with every single customer. • Lead our revenue-oriented expansion teams by focusing on customer trust and experience. • Enhance operational frameworks (people, process, and tech) to ensure the organization can handle massive growth across segments without losing service quality. • Drive Data-Centered Retention • Own the end-to-end post-sale motion experience and Net Retention Rate (NRR), using predictive data & tools to identify and mitigate churn risks before they manifest. • Accountable for global NPS and CSAT metrics, treating these as scientific benchmarks for improvement. • Improve overall onboarding experience and long term retention • Product & Technical Advocacy • Act as the bridge between the Customer and Engineering/Product by implementing timely and nimble feedback loops that provide Product teams with critical customer insights. • Translate complex customer pain points into actionable feedback that drives a "sticky" and indispensable product roadmap. • High-Performance Leadership • Manage five direct reports and a 100+ person global footprint. • Present operational updates to the Executive Team and Board of Directors, defending strategies with clear metrics and logical depth.
Benefits
• If you thrive working in a fast, SaaS-based environment and you are passionate about solving challenging technical problems, we look forward to hearing from you! JumpCloud® is an incredible place to share and grow your expertise! You’ll work with amazing talent across each department who are passionate about our mission. We’re out of the box thinkers, so your unique ideas and approaches for conceiving a product and/or feature will be welcome. You’ll have a voice in the organization as you work with a seasoned executive team, a supportive board and in a proven market that our customers are excited about. • One of JumpCloud®'s three core values is to “Build Connections.” To us that means creating " human connection with each other regardless of our backgrounds, orientations, geographies, religions, languages, gender, race, etc. We care deeply about the people that we work with and want to see everyone succeed." - Rajat Bhargava, CEO • Please submit your résumé and brief explanation about yourself and why you would be a good fit for JumpCloud®. Please note JumpCloud® is not accepting third party resumes at this time.
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