[Hiring] Vice President of Global Customer Success & Support @JumpCloud

Role Description

JumpCloud is looking for a VP of Global Customer Success & Support who functions like a scientist and leads like a world-class coach. We don’t just want an administrator; we need a deeply curious, data-obsessed leader to own the post-sale journey for our global technical support, professional services, and success teams.

The Core Mission:

• Lead a global team of 100+ across the US, UK, Mexico, and India.
• Transform customer interactions into a rigorous, data-driven engine that eliminates churn and delivers an uncompromising standard of excellence.
• Move the organization toward an AI-foundational approach, utilizing automation and machine learning to streamline operations and enhance team efficiency.

Who You Are:

• Deeply Curious: A "data explorer" who digs in to understand the “why” behind technical friction points or churn trends.
• Scientifically Minded: Views the customer journey through granular data, making decisions backed by health scores, capacity modeling, and usage patterns.
• A Standard-Bearer & Coach: Holds high standards for self and team, blending high empathy with high accountability.
• A Product Aficionado: Passionate about the product's capabilities, acting as a bridge between the customer and Engineering/Product.
• AI-Forward: Seeks to augment human talent with technology, prioritizing a foundation where AI handles routine tasks.

Key Responsibilities:

• Architect the Customer Engine for Trust-driven Strategic Revenue Growth.
• Refine the Customer Success, Global Technical Support, and Account Management team for scale.
• Transition the department to an AI-first operational model, identifying opportunities to automate workflows, streamline ticket resolution, and personalize customer engagement at scale.
• Refine operational frameworks (people, process, and tech) to ensure efficient scaling without inflating headcount.
• Customize onboarding for every segment (SMG, Commercial & Enterprise) to ensure technical wins from day one.
• Lead revenue-oriented expansion teams by focusing on customer trust and experience.
• Enhance operational frameworks to manage growth without losing service quality.
• Define responsibilities for AMs, TAMs, and CSMs for an efficient customer model.
• Drive Data-Centered Retention.
• Own the end-to-end post-sale motion experience and Net Retention Rate (NRR), using predictive data & tools to identify and mitigate churn risks.
• Accountable for global NPS and CSAT metrics as benchmarks for improvement.
• Improve overall onboarding experience and long-term retention.
• Act as a bridge between the Customer and Engineering/Product by implementing feedback loops that provide critical customer insights.
• Translate complex customer pain points into actionable feedback for a "sticky" product roadmap.
• Manage five direct reports and a global footprint of 100+ people.
• Present operational updates to the Executive Team and Board of Directors, defending strategies with metrics and logical depth.

Qualifications

• Significant experience leading Technical Support, Account Management, and Customer Success teams across SMB, Commercial, and Enterprise segments in a fast-growing SaaS environment.
• Experience managing distributed teams across multiple time zones (specifically India, NAM, LATAM, and EMEA).
• Proficiency in using data to drive capacity planning, health scoring, and operational efficiency.
• History of strengthening data trails and building a comprehensive understanding of churn and CSAT indicators.
• Ability to travel approx 30% of the time to customer sites and leadership meetings, both domestic and international.

Requirements

• Proven scale in leading Technical Support, Account Management, and Customer Success teams.
• Global expertise in managing distributed teams.
• Analytical rigor in using data for operational efficiency.
• Data excellence in understanding churn and CSAT indicators.
• Willingness to travel as required.

Benefits

• Opportunity to work in a fast-paced, SaaS-based environment.
• Collaborate with talented professionals across departments.
• Be part of a mission-driven organization that values unique ideas and approaches.
• Engage with a seasoned executive team and supportive board.