Hiring: Customer Success Manager - United States Company: JumpCloud Location: Miami, FL Job Posted Time: 2026-09-16 11:25:12 Employment Type: Remote Target Skills & Keywords : IAM, Project Management, SaaS, Swift, Zero Trust About the job Experience: •7+ years of customer-facing experience in B2B SaaS Customer Success or Strategic Account Management, managing Enterprise or high-ARR Commercial accounts •Strong domain knowledge in IT infrastructure, Identity & Access Management (IAM), Directory Services, SSO/MFA, Mobile Device Management (MDM), Zero Trust, and Security/System Administration. •Demonstrated success in building trust and commanding credibility with C-suite IT leaders, VPs, and technical stakeholders. •Demonstrated capacity to synthesize complex customer requirements, evaluate account health metrics, and construct actionable success plans. •Outstanding verbal, written, and presentation skills, with an ability to translate complex technical concepts into business outcomes. Required Skills: •We are seeking an experienced •Customer Success Manager based in the US to own and manage a portfolio of high-value Enterprise and key Commercial accounts. •Develop deep, multi-threaded relationships with key executive decision-makers and stakeholders across Enterprise accounts. Build and execute tailored Customer Success Plans aligned with client business outcomes. •Partner with Implementation and Professional Services teams to guide complex onboarding initiatives, ensuring swift time-to-value and adoption across hybrid IT environments. •Proactively monitor portfolio health, user engagement, leverage AI and data to address adoption bottlenecks and potential churn risks early. •Prepare and facilitate strategic, metrics-driven quarterly and executive business reviews with key client leaders to showcase ROI, benchmark health, and align on strategic roadmaps. •Partner closely with Account Executives and Account Managers to co-develop joint strategic account plans, identify expansion/upsell opportunities, and drive strong Net Retention Rates (NRR) •Serve as the primary point of contact for strategic account escalations. Advocate for customer product enhancements with Product and Engineering leadership to influence product roadmap priorities. Qualifications: •Maintain a deep technical understanding of JumpCloud’s platform capabilities, modern IT architectures, and industry trends to advise customers on security and identity best practices. •How Success Will Be Measured •Net Retention Rate (NRR) & Gross Retention Rate (GRR) across your assigned portfolio •Customer Health, Platform Adoption, and Product Engagement •Onboarding Time-to-Value (TTV) for key accounts •Identification and pipeline contribution of qualified Expansion/Upsell opportunities Compensation: •$100,000 - $150,000 / year •Flexible work environment (work from home / hybrid options) •Competitive benefits and rewards package Interested candidates, please apply directly through the job posting on company's career page or try via AI auto apply on this platform. Don't miss this opportunity to join a forward-thinking team!