[Hiring] Senior Technical Customer Success Manager @JumpCloud

Role Description

As a Technical Customer Success Manager (TCSM), you will own the end-to-end success of a portfolio of Enterprise or Commercial segment customers. You will serve as the primary post-sales point of contact and trusted advisor, responsible for supporting customer onboarding and driving technical adoption, product utilization, customer health, and long-term retention.

This role blends strategic relationship management with deep technical expertise across identity, access management, device management, security, and integrations. You will partner closely with customer stakeholders, support, product, engineering, and account teams to ensure customers realize measurable business value from the JumpCloud platform.

The TCSM is responsible for proactively guiding customers through technical adoption, risk mitigation, and strategic growth opportunities throughout the customer lifecycle.

• 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

Qualifications

• 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 Intune
• Okta 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

Nice to have

• Previous JumpCloud product or IT administration experience
• Technical support experience
• Bachelor’s degree desired

Where you’ll be working/Location

This role is remote in the country of India. You must be located in and authorized to work in India to be considered for this role.

Language

JumpCloud® has teams in 15+ countries around the world and conducts our internal business in English. The interview and any additional screening process will take place primarily in English. To be considered for a role at JumpCloud®, you will be required to speak and write in English fluently.

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