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Vice President of Global Customer Success & Support (US, UK or India-based)

1 hour, 59 minutes ago
India, United States, United Kingdom
Full-time
Executive
Customer Success
Customer and Technical Support
Machine Learning
Apply Now
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
View All Jobs 30

Description

  • Lead a global post-sale organization spanning technical support, professional services, customer success, and account management across the US, UK, Mexico, and India.
  • Transform customer operations into an AI-first model by identifying opportunities to automate workflows, streamline ticket resolution, and personalize engagement at scale.
  • Refine people, process, and technology frameworks so the organization can scale efficiently without unnecessary headcount growth.
  • Customize onboarding motions for SMB, commercial, and enterprise segments to ensure strong technical implementation and customer outcomes from day one.
  • Lead revenue-oriented expansion teams while strengthening customer trust and experience.
  • Define clear responsibilities for account managers, technical account managers, and customer success managers to optimize the operating model.
  • Own the end-to-end post-sale experience and net retention rate, using predictive data and tools to identify and mitigate churn risk.
  • Oversee global NPS and CSAT performance and use those metrics as benchmarks for continuous improvement.
  • Build timely feedback loops with Product and Engineering to translate customer pain points into actionable roadmap input.
  • Manage five direct reports and present operational updates and performance metrics to the executive team and board of directors.

Requirements

  • 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, including India, NAM, LATAM, and EMEA.
  • Proficiency in using data for capacity planning, health scoring, and operational efficiency.
  • Experience building stronger data trails and developing a clear understanding of churn and CSAT indicators.
  • Experience refining individual KPIs and improving operational frameworks for a global team.
  • Ability to travel approximately 30% of the time for customer visits, leadership meetings, and team meetings, both domestically and internationally.
  • Must be located in and authorized to work in the country noted in the job description.
  • Must be able to speak and write English fluently.
  • Experience working in an AI-forward or automation-oriented operating model is preferred.
  • Experience bridging customer feedback with Engineering/Product is preferred.

Benefits

  • Remote-first work environment, with remote work available within the country listed in the job description.
  • Opportunity to work with a global team across 15+ countries.
  • Exposure to a seasoned executive team and supportive board.
  • Opportunity to influence product and feature direction through direct collaboration with Product and Engineering.
  • Work at a fast-growing SaaS company focused on solving challenging technical problems.
  • Inclusive workplace culture that values connection across backgrounds, geographies, and identities.

Interested in this position?

Apply directly on the company website

Apply Now

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