Senior Technical Customer Success Manager
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Job Description
Technical Customer Success Manager responsible for post-sales lifecycle and strategic customer relationships. Supporting customer onboarding and driving technical adoption for JumpCloud's platform.
Responsibilities:
- Own the end-to-end post-sales lifecycle for an assigned portfolio of Enterprise or Commercial customers
- Serve as the primary trusted advisor for technical stakeholders, including IT administrators, security leaders, and executive sponsors
- Develop and maintain tailored Success Plans aligned to customer business objectives and technical priorities
- Drive customer onboarding, adoption milestones, and time-to-value outcomes
- Proactively monitor customer health and identify risks to retention or adoption
- Partner with customers to optimize platform configuration, deployment, and ongoing usage
- Support customers through feature rollouts, workflow optimization, and change management to increase product adoption and deepen platform utilization
- Own complex customer escalations and serve as the primary point of coordination across internal teams
- Diagnose technical adoption blockers and business risks
- Partner with Support, Product, and Engineering to drive timely issue resolution and to provide technical context when customers
- Develop mitigation plans for at-risk accounts and lead retention-focused customer strategies
- Conduct regular business reviews and executive check-ins to demonstrate value realization and align on future goals including case histories as well as bug reporting
- Partner with Account Managers to identify expansion opportunities and technical use cases that support customer growth
- Influence internal roadmap discussions by surfacing customer insights and market trends
- Willing to travel on-site to customer locations and/or for company events if required.
Requirements:
- 5+ years of customer-facing experience in SaaS, Customer Success, Technical Account Management, Solutions Engineering, Enterprise Technical support. At least 3 years in a technical role
- Deep technical expertise and a high aptitude in a customer-facing position
- Strong technical depth in at least 3 of the following:
- Identity and access management
- SAML / SCIM / SSO
- Active Directory / LDAP / Okta / Google Workspace
- Windows / macOS / Linux administration
- MDM / endpoint management
- REST APIs and integrations
- Security and Zero Trust frameworks
- Proven ability to manage strategic customer relationships and executive stakeholders
- Strong problem-solving and troubleshooting skills
- Excellent verbal and written communication skills
- Ability to translate technical concepts into business outcomes
- Strong organizational and time-management skills in a fast-paced SaaS environment
- A proactive desire to stay ahead of the curve in the MDM/endpoint landscape, with the ability to lab-test new features and integrations before presenting them to customers
- Experience with ADFS, GPOs, AD Device Management, AzureAD Connect, and IntuneOkta administrative experience or certification preferred
- Google Workspace administrative experience, AWS Experience & Skills desired (S3, Lambda, EC2, CloudWatch)Device Management - Windows, macOS, and Linux Operating Systems, LDAP administration, troubleshooting, and maintenance experience, Networking & Authentication (RADIUS a plus!)In-depth knowledge of Single Sign-on, SCIM, JIT, and SAML, Scripting experience, PowerShell preferred
- Software systems setup and configuration experience
Benefits:
- 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.
- Please submit your résumé and brief explanation about yourself and why you would be a good fit for JumpCloud®.
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