Job Description
All roles at JumpCloud® are Remote unless otherwise specified in the Job Description.
About JumpCloud®
JumpCloud® is the AI-powered unified IT management platform designed to secure the modern workforce. By consolidating identity, device, and access management, JumpCloud provides intelligent, secure IT that scales from human users to autonomous AI agents. We help organizations around the globe eliminate complexity and turn AI risk into an optimized advantage, ensuring the right people and agents have secure access to the right resources at all times.
JumpCloud is Intelligent, Secure IT.
About the Role
We are seeking an experienced Customer Success Manager based in India (Remote) to own the end-to-end post-sales technical success for a strategic portfolio of APAC / EMEA based Enterprise and high-value Commercial customers.
This is a technical-first, strategic advisory role that combines deep hands-on product expertise with long-term customer outcome ownership. You will serve as the trusted technical advisor to our customers, ranging from hands-on IT Admins and Systems Engineers to CISOs, Directors, and VPs of IT and Compliance.
You will partner closely with Account Managers, Support, Product, Engineering, and Solutions Architecture teams to drive product utilization, customer health, rapid onboarding, and gross/net retention across the JumpCloud platform.
What You’ll Be Doing :
Portfolio & Lifecycle Ownership: Own the post-sales success plan for an assigned portfolio of Enterprise and Commercial accounts, aligning JumpCloud features directly with client business objectives.
Trusted Technical Advisor: Serve as the strategic advisor for IT administrators, Security Operations, and Executive Sponsors on identity, access, device management, and Zero Trust best practices.
Onboarding & Time-to-Value (TTV): Lead complex technical onboarding, deployment architectures, feature rollouts, and change management strategies to ensure rapid time-to-value.
Health & Telemetry Monitoring: Proactively analyze account usage data, deployment health signals, and platform telemetry (leveraging AI-driven insights and health dashboards) to identify adoption risks or unused features.
Complex Escalation Ownership: Serve as the primary internal liaison for high-priority technical escalations. Partner with Support, Product, and Engineering to diagnose root causes and expedite resolution.
Executive & Technical Business Reviews (EBRs/QBRs): Prepare and conduct regular value-driven reviews with executive and technical stakeholders, demonstrating ROI, security improvement, and product roadmap alignment.
Growth Collaboration (CSQLs): Identify new technical use cases, expanding user bases, or add-on product opportunities and collaborating with Account Managers to drive expansion.
Voice of the Customer: Advocate for customer requirements by channeling technical feedback, feature requests, and bug patterns directly into Product and Engineering roadmaps.
Risk Mitigation: Develop mitigation plans for at-risk accounts and lead retention-focused customer strategies
How Success Will Be Measured :
Retention: Gross Retention Rate (GRR) & Net Retention Rate (NRR) across your assigned portfolio.
Adoption & Health: Product utilization benchmarks, deployment milestones, and overall account technical health scores.
Time to Value: Onboarding completion velocity for new Enterprise/Commercial deployments.
Expansion Pipeline: Customer Success Qualified Leads (CSQLs) generated for Account Managers.
Customer Satisfaction: NPS / CSAT and successful escalation resolution outcomes.
Skills & Experience :
Required:
Experience: 5+ years of customer-facing technical experience in SaaS (Customer Success, Technical Account Management, Solutions Engineering, Technical Support, or Professional Services), with at least 3+ years in a dedicated technical capacity
Domain Depth: Demonstrated hands-on technical expertise in at least three of the following core areas:
Identity & Access Management (IAM)
SAML / SCIM / SSO
Directory Services: Active Directory, LDAP, Microsoft Entra ID (Azure AD), Okta, or Google Workspace administration.
Device & Endpoint Management (MDM): Management of Windows, macOS (Apple Business Manager/APNs), and Linux environments.
Security & Zero Trust: RADIUS authentication, Passwordless, Conditional Access, and Network Security concepts.
APIs & Integrations: REST APIs, webhooks, JSON, and system integration workflows.
Hands-on Technical Aptitude: Comfort testing new platform features, building lab environments, and troubleshooting complex configurations before presenting solutions to customers.
Executive Presence & Communication: Exceptional written and spoken English skills, with proven ability to translate complex technical concepts into clear business outcomes for C-level executives and technical admins alike.
Technical Nice-to-Haves / Preferred:
Scripting: Proficiency in PowerShell, Bash, or Python for IT automation and endpoint management.
Cloud & Networking: Experience with AWS (S3, Lambda, EC2, CloudWatch), networking protocols, RADIUS, or Intune/Okta certifications.
Prior JumpCloud or Admin Experience: Direct experience administering JumpCloud, or hands-on experience as a SysAdmin/IT Manager.
Education: Bachelor’s degree in Computer Science, Information Technology, Cybersecurity, or equivalent practical experience.
#LI-YM1
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.
This role is remote in the country of India. You must be located in and authorized to work in India to be considered for this role.
Language:
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.
Why JumpCloud?
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.
JumpCloud® is an equal opportunity employer. All applicants will be considered for employment without attention to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran or disability status.
Scam Notice:
Please be aware that there are individuals and organizations that may attempt to scam job seekers by offering fraudulent employment opportunities in the name of JumpCloud. These scams may involve fake job postings, unsolicited emails, or messages claiming to be from our recruiters or hiring managers. Please note that JumpCloud will never ask for any personal account information, such as credit card details or bank account numbers, during the recruitment process. Additionally, JumpCloud will never send you a check for any equipment prior to employment.
All communication related to interviews and offers from our recruiters and hiring managers will come from official company email addresses (@jumpcloud.com) and will never ask for any payment, fee to be paid or purchases to be made by the job seeker. If you are contacted by anyone claiming to represent JumpCloud and you are unsure of their authenticity, please do not provide any personal/financial information and contact us immediately at [email protected] with the subject line “Scam Notice”
#LI-Remote #BI-Remote
We may use artificial intelligence (AI) tools to support parts of the hiring process, such as reviewing applications, analyzing resumes, transcribing or summarizing interviews, and assessing responses. These tools assist our recruitment team but do not replace human judgment in hiring decisions, which are ultimately made by humans. Please see our Privacy Policy (https://jumpcloud.com/privacy) for more information about our personal data practices.
