Manager, Customer Success Team at JumpCloud

| Greater Denver Area
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Manager, Customer Success Team

Remote in the U.S.

About JumpCloud

At JumpCloud, we’re looking for best-in-class talent to help define the future of modern identity and device management from the ground up.

JumpCloud’s mission is to Make Work Happen®, providing simple, secure access to corporate technology resources from any device, or any location. The JumpCloud Directory Platform gives IT, security operations, and DevOps a single, cloud-based solution to control and manage employee identities, their devices, and apply conditional access controls based on Zero Trust principals. JumpCloud has a global user base of more than 100,000 organizations, with over 3,000 customers including Cars.com, Grab, ClassPass, Uplight, Beyond Finance and Foursquare. JumpCloud is backed by BlackRock, General Atlantic, OpenView, and Foundry Group.

About the Role:

As Manager, Customer Success Team, you will be the primary point of contact for business issues with our customers and partners as well as building and maintaining a world-class, global team of CSMs. 

 

You will develop and cultivate relationships where your role is to ensure CSMs are connected to customers and partners and are well versed in the processes and methodologies to build long lasting, deep relationships. Customer satisfaction, renewals, and NPS are the driving forces for you and this team. This role reports to the Senior Director of Customer Support.

In this position you will...

  • Lead a high performing team of Customer Success Managers (CSMs) to measurable objectives with work schedules and training that allow them to be effective in their role, thus achieving company objectives

  • Ensure your team is fulfilling their duties as advocates for our customers and partners to achieve defined metrics.

  • Ensure the proper models and processes are in place for your team to achieve their goals while maximizing their account load

  • Partner with Customer Support and Implementation on case escalations, processes, and product implementations so that customers and partners are fully on-boarded

  • Manage CSMs to leverage and develop cadences to show value and ROI on feature usage, and potential feature usage

  • Develop a program that proactively identifies issues that may impact customer retention 

  • Assess overall account health through data-driven analysis of product usage, support cases, and administrative activities

Requirements:

  • 5+ years experience in a similar role leading teams that support SaaS or web-based applications

  • Deep technical aptitude and experience or understanding of the role of IT or System Admin

  • A strong desire to support CSMs to grow in their careers as they help customers and partners achieve their desired outcomes 

  • Proven leadership of high performing, people oriented teams that are driven by customer satisfaction 

  • Proven leadership in process development, definition of metrics, and measurement to pre and post sales implementation goals

  • Demonstrated ability to lead, adhere to process and structure, and communicate customer status and issues to internal and external teams

  • Excellent communication, problem-solving, multi-tasking, time management and organizational skills, with strong attention to detail

  • Effective documentation, organization skills, service orientated skills, a positive-can-do attitude, a passion for learning new technologies, and the experience using those skills in a fast paced, demanding, customer-facing environment

  • Bachelor’s degree desired

Nice to have...

Previous work experience as an IT Admin or System Administrator in a technical domain and a basic understanding of the following technologies is a big plus:

  • Directory Services (Active Directory, LDAP)

  • Networking & Authentication (RADIUS a plus!)

  • Single Sign-on and SAML protocol

  • Windows, MacOS and Linux Operating Systems

  • User onboarding and offboarding

  • Software systems setup and configuration experience

Where you’ll be working 

All our roles are remote in the U.S. unless otherwise specified. Our Headquarters is in the Denver/Boulder, CO area. Once we reopen our offices you will have the opportunity to remain fully remote (in the U.S.), work from one of our office locations (CO only currently) or flex your time.

 

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. 

 

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.

 

We're 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. 


In accordance with the Colorado Equal Pay for Equal Work Act, the approximate annual compensation range for this role is $120,000 to $160,000, including base salary and any related bonuses or commissions. JumpCloud provides comprehensive benefits including medical, dental and vision insurance, short and long term disability, life insurance and 401k benefits. We have an unlimited vacation policy and also provide commuter benefits for employees in the Denver/Boulder, CO area.

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Technology we use

  • Engineering
  • Product
  • Sales & Marketing
    • C++Languages
    • GolangLanguages
    • JavaLanguages
    • JavascriptLanguages
    • PythonLanguages
    • PowerShellLanguages
    • Node.jsFrameworks
    • VueFrameworks
    • MongoDBDatabases
    • PostgreSQLDatabases
    • Google AnalyticsAnalytics
    • WordpressCMS
    • SalesforceCRM
    • MarketoLead Gen

Location

We are located in the business park adjacent to the Home Depot off of McCaslin Boulevard in Louisville!

An Insider's view of JumpCloud

What’s the vibe like in the office?

A key trait for us is having an open, positive mind. We believe that taking the road less travelled - or at least exercising that path - will create new, different, and interesting ideas. We ask our teams to always consider the outside-of-the-box solution to a problem and encourage them to try those creative ideas.

Aaron

VP of People

What projects are you most excited about?

Growth! JumpCloud is actively growing in Denver/Boulder and across the U.S. Attracting and engaging a diverse group of talent as we continue to expand is my main focus. JumpCloud has a strong culture of learning, so we're always looking at what we're doing and adjusting to make it even better.

Katy

Manager, People Attraction

What makes someone successful on your team?

My team members feel empowered to create, design and execute with a lot of freedom at JumpCloud. This enables them to take an active role in their career development and the development of other team members at JumpCloud.

Courtney

Manager, Learning and Development

How do you make yourself accessible to the rest of the team?

I'm available pretty much anytime via email, Slack, phone, in person. More than the communication vehicles and time, I really like to dig in on projects with our teams. By working on important issues together as just another voice or hand to help, I think that helps the team feel that I'm accessible to them and there to help.

Rajat

CEO

How do you make yourself accessible to the rest of the team?

One of the core roles in our engineering group is called pathfinder. They are constantly looking at different areas of our product and future plans and coming up with innovative new ways to achieve these. These engineers lead sessions with cross-functional teams on how to leverage their innovations for competitive advantage in the marketplace.

Rajat

CEO

What are JumpCloud Perks + Benefits

JumpCloud Benefits Overview

JumpCloud offers

Culture
Friends outside of work
Eat lunch together
Daily stand up
Open door policy
Team owned deliverables
Team based strategic planning
Group brainstorming sessions
Pair programming
Open office floor plan
Diversity
Someone's primary function is managing the company’s diversity and inclusion initiatives
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
JumpCloud employees can contribute up to $2750.00 annually to their FSA.
Disability Insurance
Dental Benefits
Vision Benefits
Health Insurance Benefits
JumpCloud's health insurance policy covers up to ___% of out of pocket expenses.
Life Insurance
Wellness Programs
Retirement & Stock Options Benefits
401(K)
Company Equity
Child Care & Parental Leave Benefits
Generous Parental Leave
Flexible Work Schedule
JumpCloud provides employees with a flexible work schedule that includes ___.
Remote Work Program
Family Medical Leave
Return-to-work program post parental leave
Company sponsored family events
JumpCloud sponsors family oriented events Annually.
Vacation & Time Off Benefits
Unlimited Vacation Policy
Generous PTO
JumpCloud offers an unlimited PTO program to our team members.
Paid Holidays
Perks & Discounts
Beer on Tap
Casual Dress
Commuter Benefits
Company Outings
JumpCloud hosts company outings Monthly.
Happy Hours
Parking
Professional Development Benefits
Job Training & Conferences
Diversity Program
Lunch and learns
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