All positions at JumpCloud are remote unless the job description specifies otherwise.

## About JumpCloud
JumpCloud® provides a unified open directory platform that makes it easy to securely manage identities, devices, and access across your organization. With JumpCloud®, IT teams and MSPs help users work securely from anywhere and manage Windows, Apple, Linux, and Android devices from a single platform. JumpCloud® simplifies IT.

## What you’ll be doing
We are seeking a Senior Customer Success Manager based in India to manage a $3M+ book of business made up of U.S. commercial customers. This role is fully remote, but you will cover U.S. working hours.

As a Customer Success Manager, you will work closely with sales, support, product, and engineering teams to deliver an outstanding customer experience. With Implementation Services, you will lead customer onboarding, partnering with customer stakeholders to achieve key IT objectives in a timely manner. You will serve as a trusted advisor, helping drive product adoption, monitoring customer health, and identifying expansion opportunities that align with customer goals. You will be the customer’s main advocate and primary point of contact for all customer needs, ensuring issues receive appropriate attention, features are prioritized correctly, and customers receive product updates that affect their environment.

## Your duties and responsibilities include
– Build deep, strategic relationships with customers by understanding their business needs and creating tailored Success Plans with measurable outcomes
– Lead customer onboarding to ensure smooth implementation and fast time to value
– Monitor customer health proactively, identifying and addressing risks early while using internal resources as needed
– Act as the primary escalation point for complex business and technical issues, owning resolution and maintaining customer satisfaction
– Identify expansion opportunities by understanding customer needs and partnering with Account Managers
– Partner with Account Managers to develop joint strategic Account Plans that strengthen relationships and increase value
– Maintain strong knowledge of JumpCloud product capabilities and industry trends to guide customers toward relevant features
– Conduct executive business reviews to demonstrate value and outline future growth strategies

## How success will be measured
– Time to value for onboarding
– Customer health and adoption
– Customer retention
– Identification of upsell opportunities

## We’re looking for
– At least 7 years of customer-facing experience in a SaaS company, with strong customer success or account management background, ideally supporting U.S. markets
– Technical knowledge in IT is preferred (e.g., user access management, authentication, device management, MDM, security, system administration)
– Exceptional organizational skills, with the ability to manage multiple high-value accounts at once
– Strong communication skills (verbal and written) and excellent listening skills, especially in technical IT settings
– Proactive, independent working style with a strong interest in continuous learning and improvement
– Strong problem-solving, multitasking, time management, and attention to detail
– A bachelor’s degree (preferred, not required) or equivalent experience

#LI-YI1

## Where you’ll be working / Location
JumpCloud is committed to being Remote First, meaning you can work remotely from within the country listed in the job description.

This role is remote within India. You must be located in India and authorized to work there to be considered.

## Language
JumpCloud® has teams in 15+ countries and conducts internal business in English. Interviews and additional screening will take place primarily in English. To be considered, you must be able to speak and write English fluently. Any additional language requirements will be included in the job description.

## Why JumpCloud?
If you thrive in a fast-paced SaaS environment and enjoy solving challenging technical problems, we’d love to hear from you. JumpCloud® is a great place to share and grow your expertise, collaborate with talented teams across the organization, and contribute ideas to products and features. You’ll work closely with an experienced executive team, a supportive board, and a proven market where customers are excited about what we do.

One of JumpCloud®’s three core values is to “Build Connections.” To us, that means creating “human connection with each other regardless of backgrounds, orientations, geographies, religions, languages, gender, race, etc.” We care deeply about the people we work with and want everyone to succeed—Rajat Bhargava, CEO.

Please submit your résumé and a brief explanation of who you are and why you would be a good fit for JumpCloud®. Note that JumpCloud® is not accepting third-party résumés at this time.

JumpCloud® is an equal opportunity employer. All applicants will be considered for employment without regard to race, color, religion, sex, sexual orientation, gender