Vice President of Global Customer Success & Support

JumpCloudJumpCloud·Remote·Work From Anywhere
Customer Success
Excel

WFA Digital Insight

The demand for skilled customer success leaders has soared, with a 25% increase in remote job postings over the past year. As companies like JumpCloud scale globally, the need for data-driven, AI-forward customer success strategies has become paramount. With its unified IT management platform, JumpCloud is poised for further growth, making this VP role a compelling opportunity for ambitious leaders. Candidates should be prepared to leverage their analytical skills, passion for technology, and coaching abilities to drive success.

Job Description

About the Role

The Vice President of Global Customer Success & Support is a pivotal role at JumpCloud, responsible for architecting and leading the customer success engine to drive trust-driven strategic revenue growth. This role requires a unique blend of data analysis, technical expertise, and coaching abilities to lead a global team of over 100 members across the US, UK, Mexico, and India. As a key member of the leadership team, the VP will be instrumental in shaping the post-sale journey for JumpCloud's customers, ensuring seamless onboarding, and fostering long-term relationships.

The VP will be expected to drive a data-driven approach, utilizing health scores, capacity modeling, and usage patterns to inform decision-making. With a strong focus on AI and automation, the successful candidate will identify opportunities to streamline operations, enhance team efficiency, and deliver exceptional customer experiences. As a product aficionado, they will act as a bridge between customers and the engineering team, translating complex pain points into actionable roadmaps.

JumpCloud is committed to delivering intelligent, secure IT solutions that scale from human users to autonomous AI agents. As a leader in this space, the company is seeking a VP who can balance strategic vision with tactical execution, driving growth while maintaining the highest standards of customer satisfaction.

What You Will Do

  • Architect the customer success engine to drive trust-driven strategic revenue growth
  • Refine the customer success, global technical support, and account management teams for scale
  • Transition the department to an AI-first operational model, identifying opportunities for automation and workflow optimization
  • Develop and implement customized onboarding motions for each customer segment
  • Lead revenue-oriented expansion teams, focusing on customer trust and experience
  • Define responsibilities for account managers, technical account managers, and customer success managers
  • Drive data-centered retention strategies, using predictive analytics to identify and mitigate churn risks
  • Collaborate with the engineering team to develop product roadmaps that meet customer needs
  • Develop and implement operational frameworks to ensure efficient scaling without compromising service quality

What We Are Looking For

  • 10+ years of experience in customer success, technical support, or a related field
  • Proven track record of driving revenue growth and customer satisfaction in a global context
  • Strong analytical and problem-solving skills, with experience in data analysis and interpretation
  • Excellent coaching and leadership abilities, with a proven track record of developing high-performing teams
  • Strong technical skills, with experience in AI, automation, and IT management
  • Excellent communication and interpersonal skills, with the ability to build strong relationships with customers and stakeholders
  • Experience with Excel and other data analysis tools
  • Strong business acumen, with a deep understanding of the IT industry and market trends

Nice to Have

  • Experience with machine learning and predictive analytics
  • Familiarity with IT service management frameworks and methodologies
  • Certification in customer success or a related field
  • Experience working in a remote or distributed team environment

Benefits and Perks

  • Competitive salary and benefits package
  • Opportunity to work with a leading IT management platform
  • Collaborative and dynamic work environment
  • Professional development opportunities, including training and certification programs
  • Flexible working hours and remote work arrangements
  • Access to the latest technologies and tools
  • Recognition and reward programs for outstanding performance
  • Comprehensive health and wellness programs
  • Generous paid time off and holiday package

How to Stand Out

  • To stand out as a candidate, be prepared to provide specific examples of how you've driven revenue growth and customer satisfaction in previous roles.
  • Familiarize yourself with JumpCloud's unified IT management platform and be prepared to discuss how you can leverage its capabilities to drive customer success.
  • Highlight your experience with data analysis and interpretation, and be prepared to discuss how you've used data to inform decision-making in previous roles.
  • Emphasize your coaching and leadership abilities, and be prepared to provide examples of how you've developed and mentored high-performing teams.
  • Be prepared to discuss your experience with AI and automation, and how you've applied these technologies to drive efficiency and customer satisfaction.
  • Research the company culture and values, and be prepared to discuss how you can contribute to and thrive in a remote and distributed team environment.
  • Prepare to discuss your long-term career goals and how this role aligns with your aspirations.

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