Customer Success Manager - Mexico

3 weeks, 4 days ago
Full-time
Senior
Customer and Technical Support
JumpCloud

JumpCloud

JumpCloud provides a unified platform for managing identity, access, and devices across various operating systems, enabling secure and frictionless access to resources through features like single sign-on, multi-factor authentication, and a Zero Trust ...

Internet Software & Services
251-1K
Founded 2013
$417M raised

Description

  • Manage a portfolio of Enterprise, Commercial, and SMB accounts and build relationships with executive stakeholders.
  • Develop and execute Customer Success Plans aligned with customer business outcomes.
  • Guide onboarding with Implementation and Professional Services teams to accelerate time-to-value.
  • Monitor customer health, engagement, adoption, and churn risks using data and AI-driven insights.
  • Prepare and lead metrics-driven QBRs and Executive Business Reviews.
  • Identify expansion and upsell opportunities in partnership with Account Executives and Account Managers.
  • Manage strategic escalations and advocate for customer needs with Product and Engineering teams.
  • Advise customers on JumpCloud capabilities, modern IT architectures, security, and identity best practices.
  • Contribute to retention, adoption, onboarding, and expansion performance across the assigned portfolio.

Requirements

  • 7+ years of customer-facing experience in B2B SaaS Customer Success or Strategic Account Management.
  • Experience managing Enterprise or high-ARR Commercial accounts.
  • Strong SaaS industry background; knowledge of IAM, Directory Services, SSO/MFA, MDM, Zero Trust, or security administration preferred.
  • Proven ability to build credibility with C-suite, VP, business, and technical stakeholders.
  • Strong analytical, strategic planning, organization, project management, and cross-functional leadership skills.
  • Excellent verbal, written, and presentation skills, including translating technical concepts into business outcomes.
  • Bachelor’s degree or equivalent practical experience.
  • Fluent English and Spanish proficiency.
  • Located in Mexico and authorized to work there without restriction.
  • Willingness to travel approximately 10% for customer meetings and workshops.

Benefits

  • Remote-first work from within Mexico.
  • Opportunity to work in a global SaaS organization with teams across 15+ countries.
  • Collaborative environment with opportunities to share ideas and grow expertise.
  • Inclusive, equal-opportunity workplace focused on building connections across diverse backgrounds.

Interested in this position?

Apply directly on the company website

Apply Now

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