Vice President of Global Customer Success and Support

JumpCloud is the AI-powered unified IT management platform designed to secure the modern workforce, consolidating identity, device, and access management to provide intelligent, secure IT solutions at scale.

Location: Remote (US)

Responsibilities

• Refine the Customer Success, Global Technical Support, and Account Management team for scale.
• Transition the department to an AI-first operational model, automating workflows, streamlining ticket resolution, and personalizing customer engagement.
• Refine operational frameworks (people, process, and tech) for efficient scaling.
• Customize onboarding for different segments to ensure technical success from day one.
• Lead revenue expansion teams focusing on customer trust and experience.
• Enhance operational frameworks to handle growth without losing service quality.
• Define responsibilities for AMs, TAMs, and CSMs for efficiency and customer benefit.
• Own the post-sale experience and Net Retention Rate, using data to mitigate churn.
• Manage global NPS and CSAT metrics as benchmarks for improvement.
• Improve onboarding and long-term retention.
• Act as a bridge between customers and Product/Engineering, translating customer pain points into product feedback.
• Manage a team of five direct reports and a global team of over 100.
• Present updates to executive leadership and board.

Requirements

• Proven experience leading Technical Support, Account Management, and Customer Success teams across SMB, Commercial, and Enterprise segments in a SaaS environment.
• Experience managing distributed teams across multiple time zones (India, NAM, LATAM, EMEA).
• Proficiency in using data for capacity planning, health scoring, and operational efficiency.
• History of strengthening data trails and refining KPIs for global teams.
• Ability to travel approximately 30% domestically and internationally.

Additional Information

• All roles are remote within the US, with participation in on-call shifts expected.
• Fluent English required; additional languages may be specified in the job details.
• JumpCloud promotes a diverse, inclusive environment and is an equal opportunity employer.
• Candidates should be cautious of scams and only communicate through official channels.