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Atlanta, GA - Remote, US
Remote only
JumpCloud is looking for a Senior Vice President 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 revenue-oriented success teams.
You will lead a global team of 100+ across the US, India, UK, Mexico & Brazil. Your mandate is to transform customer interactions into a rigorous, data-driven engine that eliminates churn, accelerates expansion and delivers an uncompromising standard of excellence. You will be expected to move the organization toward an AI-foundational approach, utilizing automation and machine learning to streamline operations and enhance team efficiency.
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Deeply Curious: You are a "data explorer" who isn't satisfied with surface-level answers.. You dig in to understand the “why” behind a technical friction point or a churn trend until the logic is clear. You’re in front of the customer with your teams, asking questions, gathering insights and identifying opportunities.
Scientifically Minded: You view the customer journey through a lens of granular data. Your decisions are backed by health scores, capacity modeling, and usage patterns rather than "gut feel".
A Standard-Bearer & Coach: You hold yourself to a high bar and expect the same from your team. You believe that "good enough" is the enemy of world-class. You mentor your team to achieve excellence, blending high empathy with high accountability.
A Product Aficionado: You have a passion for the product's capabilities. You act as a bridge between the customer and Engineering/Product, translating complex pain points into an indispensable roadmap.
AI-Forward: You look for ways to augment human talent with technology. You prioritize building a foundation where AI handles the routine so your team can focus on the complex.
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 the organization scales efficiently without inflating headcount.
Customize our onboarding motion for every segment (SMG, Commercial & Enterprise), ensuring implementation is a technical "win" from day one with every single customer.
Lead our revenue-oriented expansion teams by focusing on customer trust and experience.
Enhance operational frameworks (people, process, and tech) to ensure the organization can handle massive growth across segments without losing service quality.
Define the responsibilities for AMs, TAMs, and CSMs to ensure the model is efficient and best for the customer.
Own the end-to-end post-sale motion experience and Net Retention Rate (NRR), using predictive data & tools to identify and mitigate churn risks before they manifest.
Accountable for global NPS and CSAT metrics, treating these as scientific benchmarks for improvement.
Improve overall onboarding experience and long term retention
Act as the bridge between the Customer and Engineering/Product by implementing timely and nimble feedback loops that provide Product teams with critical customer insights.
Translate complex customer pain points into actionable feedback that drives a "sticky" and indispensable product roadmap.
Manage five direct reports and a 100+ person global footprint.
Present operational updates to the Executive Team and Board of Directors, defending strategies with clear metrics and logical depth.
Proven Scale: Significant experience leading both Technical Support, Account Management and Customer Success teams across SMB, Commercial and Enterprise segments in a fast-growing SaaS environment.
Global Expertise: Experience managing distributed teams across multiple time zones (specifically India, NAM, LATAM, and EMEA).
Analytical Rigor: Proficiency in using data to drive capacity planning, health scoring, and operational efficiency.
Data Excellence: History of strengthening data trails and building a comprehensive understanding of churn and CSAT indicators as well as refining individual KPIs for the entire global team and upleveling operational frameworks.
Ability to Travel: This role travels approx 30% of the time to customer sites as well as to leadership and team meetings. Travel is both domestic and international.
