Customer Success Manager - United States

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💎 Seniority level: Manager, 2+ years

📍 Location: United States

💸 Salary: 115000.0 - 140000.0 USD per year

🔍 Industry: SaaS

🗣️ Languages: English

⏳ Experience: 2+ years

🪄 Skills: REST APICommunication SkillsAnalytical SkillsProblem SolvingCustomer serviceOrganizational skillsWritten communicationAccount ManagementSales experienceRisk ManagementData visualizationTechnical supportCustomer SuccessSaaS

Requirements:

Minimum 2 years of customer facing experience at a Saas company
Technical acumen in the field of IT preferred (i.e. User Access Management, authentication, device management, MDM, security, system administration, etc)
Strong organizational skills with the ability to manage several tasks in parallel
Outstanding verbal & written communications and strong listening skills, particularly in the technical IT environment.
Learning mindset that is always curious
Excellent problem-solving, multi-tasking, time management and organizational skills, with strong attention to detail
Bachelor’s degree or equivalent experience preferred

Responsibilities:

Understand the customer’s requirements, challenges, and what business outcomes and value they are expecting from their investment
Crafting Success Plans that include agreed upon scope, metrics, onboarding and adoption plans and clear timelines that leads to highly impactful customer outcomes
Monitor customer health and proactively identify issues by engaging all available resources to resolve the issue and strategically mitigate risk
Act as the main escalation point for business and technical issues, providing centralized and dedicated ownership within JumpCloud
Own and execute contract renewals
Identify expansion opportunities by understanding customer needs and partner with Account Managers to drive expansion opportunities
Partner with Account Managers to develop joint strategic Account Plans deepening customer relationships and driving additional value
Maintain an understanding of JumpCloud products and industry knowledge to effectively drive greater customer engagement on the most relevant features/functionality for their specific business needs
Maintain quantitative and qualitative value that clearly indicates a customer’s return on investment
Conduct business reviews to drive executive engagement by summarizing business value and future growth strategy
Maintain expertise in the JumpCloud platform product capabilities and how our solutions solve customer IT needs

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