Customer Success Manager, JumpCloud
United States
$115-140k
OTE
OTE including base salary and any related bonuses or commissions
More information about location
Unified platform for identity, access and devices
Be an early applicant
Unified platform for identity, access and devices
501-1000 employees
Be an early applicant
$115-140k
OTE
OTE including base salary and any related bonuses or commissions
More information about location
501-1000 employees
Company mission
To build a world-class cloud directory.
Role
Who you are
- Minimum 2 years of customer facing experience at a Saas company
- Technical acumen in the field of IT preferred (i.e. User Access Management, authentication, device management, MDM, security, system administration, etc)
- Strong organizational skills with the ability to manage several tasks in parallel
- Outstanding verbal & written communications and strong listening skills, particularly in the technical IT environment
- Learning mindset that is always curious
- Excellent problem-solving, multi-tasking, time management and organizational skills, with strong attention to detail
- Bachelor’s degree (preferred but not required) or equivalent experience
What the job involves
- As a Customer Success Manager, you’ll be partnering closely with sales, support, product and engineering teams to deliver a world class customer experience
- Partnering with Implementation services, you will oversee customer onboarding, working with customer stakeholders to achieve critical IT objectives in a timely fashion
- You will act as a trusted advisor to customers, providing guidance that drives product adoption, driving health and identifying expansion opportunities that benefit your customer’s objectives
- You will serve as the customer champion as the primary point of contact for all customer needs ensuring issues are receiving the proper attention, features are properly prioritized and sharing product updates that impact your customers’ environment
- Understand the customer’s requirements, challenges, and what business outcomes and value they are expecting from their investment
- Crafting Success Plans that include agreed upon scope, metrics, onboarding and adoption plans and clear timelines that leads to highly impactful customer outcomes
- Monitor customer health and proactively identify issues by engaging all available resources to resolve the issue and strategically mitigate risk
- Act as the main escalation point for business and technical issues, providing centralized and dedicated ownership within JumpCloud
- Own and execute contract renewals
- Identify expansion opportunities by understanding customer needs and partner with Account Managers to drive expansion opportunities
- Partner with Account Managers to develop joint strategic Account Plans deepening customer relationships and driving additional value
- Maintain an understanding of JumpCloud products and industry knowledge to effectively drive greater customer engagement on the most relevant features/functionality for their specific business needs
- Maintain quantitative and qualitative value that clearly indicates a customer’s return on investment
- Conduct business reviews to drive executive engagement by summarizing business value and future growth strategy
- Maintain expertise in the JumpCloud platform product capabilities and how our solutions solve customer IT needs
- How success will be measured:
- Onboarding time to value
- Customer health and adoption
- Customer Retention
- Identification of Upsell Opportunities
Our take
With thousands of companies across the globe moving to a ‘work anywhere’ model, the secure remote access market is booming. JumpCloud provides an open directory platform for simple, secure and frictionless access to corporate technology resources from any device or location. The cloud-native directory acts like a conduit, connecting companies and their workers with all the IT resources needed to do their jobs without compromising security.
It offers a subscription-based model with a variety of packages that can be customized depending on the needs of the client. The company has also has a new app that helps enterprise IT departments with multi-factor authentication, keeping it simple with an accept or deny functionality. It's a smart move considering the world is becoming more mobile-driven.
While the company had concerns over economic uncertainty, it doesn't seem to be affected whatsoever. Given its recent acquisition of Stack Identity and the launch of its Partner Program, JumpCloud is in an exciting position for continued growth.
Steph
Company Specialist at Welcome to the Jungle
Insights
2% employee growth in 12 months
Company
Funding (last 2 of 9 rounds)
Oct 2021
$66m
SERIES F
Sep 2021
$159m
SERIES F
Total funding: $381.7m
Company benefits
- Health, Dental, Vision Insurance
- 401k with Match
- Life, Accident Insurance
- Legal Benefits
- Flexible Paid Time Off
- Parental Leave
Company HQ
Louisville, CO
Leadership
Rajat Bhargava
(Co-Founder & CEO)They studied at MIT, before co-founding JumpCloud in 2012. They have been CEO since, while also authoring The Startup Playbook in 2018.
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