Job Description
Title: Director of Customer Success Management – United States
Location: Atlanta, GA – Remote
Type: Full Time
Workplace: remote
JobDescription:
All roles at JumpCloud are Remote unless otherwise specified in the Job Description.
About JumpCloud
JumpCloud’s mission is to Make Work Happen , providing simple, secure access to an organization’s technology resources from any device, or any location. The JumpCloud Open Directory Platform gives IT, security operations, and DevOps a single, cloud-based solution to control and manage employee identities and their devices, and apply conditional access controls based on Zero Trust principals. Since launching in 2012, our global user base has grown to more than 150,000 organizations, with more than 6,000 paying customers including Cars.com, GoFundMe, Grab, ClassPass and Peloton. JumpCloud has raised over $400M from world-class investors including Sapphire Ventures, General Atlantic, Sands Capital, Atlassian, and CrowdStrike. Our teams are growing fast, too, and we’re looking for talent across engineering, sales, customer success, marketing, product management, and more. Join our team of dedicated, passionate, and creative people who are eager to change the IT industry forever.
About the Role:
Reporting to the Vice President of Global Customer Success, the Director of the CSM team is a strategic role and directly responsible for maintaining strong customer health, retention and expansion of an ever growing international customer base.
The objective of the CSM team is the retention of all customers by ensuring they meet their success criteria and realize ever-growing value from the JumpCloud platform. As the leader of the CSM team, your role is to support and grow your team in making this a reality at all times, always finding ways to improve team efficiencies and scalability. The desire to deliver exceptional customer experiences at scale is what will motivate you and help you and your team achieve success through a variety of means that you will have direct influence over.
What You Will Do:
- Managing multiple teams of CSMs which vary from high touch strategic experience to low touch Digital CS practices.
- Setting, measuring, and analyzing metrics to clearly indicate what success looks like
- Report CSM retention metrics and forecasts, overall customer health and at-risk account plans
- Review success and onboarding plans ensuring a high level of quality and technical accuracy
- Acting as an escalation point by having a strong technical understanding of the situation and engaging the proper internal resources as needed
- Oversee renewal negotiations to help CSMs maintain trusted advisor relationships
- Collaborate with Account Management team by providing effective strategies for identifying and closing expansion opportunities
- Hiring and growing your CSM team to keep pace with customer demands
- Coaching your CSM team through various motions including rapport building, identifying champions, designing effective success plans, running effective business reviews, etc
- Working closely with the CSE managers to consistently improve technical issue resolution
- Define key objectives of CRM tool and oversee implementation to ensure it supports CSM and business requirements
About You:
- 5+ Experience working as a Customer Success leader at a SaaS company.
- 5+ Experience owning a retention company goal
- 5+ Experience setting and managing KPI’s and growth plans for team members.
- Experience owning a revenue number including forecasting and delivering
- Experience driving efficiencies and undergoing significant scaling.
- Experience specifying, staffing, and managing projects both internally and externally.
- Desire to work cross-functionally, engaging closely with Sales, Product and Engineering.
- Desire to mentor direct reports and help them succeed in their growth.
- Taking ownership of important decisions in the absence of leadership.
- Experience working in an asynchronous communication environment.
- Ability to calmly handle pressure situations at all times.
- Strong Technical aptitude with common IT tools and infrastructure
Bonus If You:
- Have held any technical customer facing roles
- Have worked hands on with IT tools like Active Directory, AWS, Okta, Google Workspace, etc
- Understand well, and can communicate clearly about identify management
- Understand complexities of running IT environments for global end users
- Have experience in multiple OSs (Windows, MacOS, Linux, iOS, etc)
- Have experience with upselling and expansion