Customer Success Manager Mexico

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All roles at JumpCloud® are Remote unless otherwise specified in the Job Description. About JumpCloud® JumpCloud® is the AI-powered unified IT management platform designed to secure the modern workforce. By consolidating identity, device, and access management, JumpCloud provides intelligent, secure IT that scales from human users to autonomous AI agents. We help organizations around the globe eliminate complexity and turn AI risk into an optimized advantage, ensuring the right people and agents have secure access to the right resources at all times. JumpCloud is Intelligent, Secure IT. About the Role We are seeking an experienced Customer Success Manager based in Mexico to own and manage a portfolio of high-value Enterprise, Commercial and SMB accounts. In this role, you will act as a trusted advisor and strategic partner to IT executives (CIOs, CISOs, VPs/Directors of IT), driving deep product adoption, customer retention, and long-term value realization. You will partner closely with Sales, Account Management, Support, Solutions Engineering, and Product teams to champion customer needs, mitigate churn risks, and unlock expansion opportunities. \n Key Duties Responsibilities: Strategic Account Management: Develop deep, multi-threaded relationships with key executive decision-makers and stakeholders across Enterprise accounts. Build and execute tailored Customer Success Plans aligned with client business outcomes. Onboarding Time to Value: Partner with Implementation and Professional Services teams to guide onboarding initiatives, ensuring swift time-to-value and adoption across hybrid IT environments. Adoption Risk Mitigation: Proactively monitor portfolio health, user engagement, leverage AI and data to address adoption bottlenecks and potential churn risks early. QBRs / Executive Business Reviews (EBRs): Prepare and facilitate strategic, metrics-driven quarterly and executive business reviews with key client leaders to showcase ROI, benchmark health, and align on strategic roadmaps. Growth Commercial Partnership: Partner closely with Account Executives and Account Managers to develop Customer Success Plans, identify expansion/upsell opportunities, and drive strong Net Retention Rates (NRR) Customer Advocacy Escalation: Serve as the primary point of contact for strategic account escalations. Advocate for customer product enhancements with Product and Engineering leadership to influence product roadmap priorities. Subject Matter Expertise: Maintain a deep technical understanding of JumpCloud’s platform capabilities, modern IT architectures, and industry trends to advise customers on security and identity best practices. How Success Will Be Measured : Net Retention Rate (NRR) Gross Retention Rate (GRR) across your assigned portfolio Customer Health, Platform Adoption, and Product Engagement Onboarding Time-to-Value (TTV) for key accounts Identification and pipeline contribution of qualified Expansion/Upsell opportunities We’re Looking For: Experience: 7+ years of customer-facing experience in B2B SaaS Customer Success or Strategic Account Management, managing Enterprise or high-ARR Commercial accounts Technical Acumen: Strong industry background with SaaS Products with preferred domain knowledge in IT infrastructure, Identity Access Management (IAM), Directory Services, SSO/MFA, Mobile Device Management (MDM), Zero Trust, and Security/System Administration. Executive Presence: Proven track record of building trust and commanding credibility with key Business and IT stakeholders, C-suite IT leaders, VPs, and technical stakeholders. Analytical Strategic Mindset: Ability to synthesize complex customer requirements, evaluate account health metrics, and construct actionable success plans. Communication: Outstanding verbal, written, and presentation skills, with an ability to translate complex technical concepts into business outcomes. Proactive Problem Solving: A self-starter with strong organization, project management, an

JumpCloud®的所有职位均为远程工作，除非职位描述中另有说明。关于JumpCloud® JumpCloud®是AI驱动的统一IT管理平台，旨在保护现代劳动力。通过整合身份、设备和访问管理，JumpCloud提供智能、安全的IT服务，可从小型用户扩展到自主AI代理。我们帮助全球组织消除复杂性，将AI风险转化为优化优势，确保合适的人员和代理始终安全访问正确的资源。JumpCloud是智能、安全的IT。关于该职位 我们正在寻找一位位于墨西哥的经验丰富的客户成功经理，负责拥有和管理一批高价值的企业、商业和SMB账户。在此职位中，您将作为IT高管（CIO、CISO、IT副总裁/总监）的可信顾问和战略合作伙伴，推动深度产品采用、客户保留和长期价值实现。您将与销售、账户管理、支持、解决方案工程和产品团队紧密合作，倡导客户需求，降低流失风险，并解锁扩展机会。\n关键职责：战略账户管理：与企业账户中的关键高管决策者和利益相关者建立深度、多线程关系。构建并执行与客户业务成果一致的定制客户成功计划。入职时间到价值：与实施和专业服务团队合作，指导入职计划，确保在混合IT环境中快速实现时间到价值和采用。采用风险缓解：主动监控组合健康、用户参与度，利用AI和数据及早解决采用瓶颈和潜在流失风险。QBRs/高管业务审查（EBRs）：准备并促进与关键客户领导者的战略、指标驱动的季度和高管业务审查，以展示ROI、基准健康并协调战略路线图。增长商业伙伴关系：与账户执行官和账户经理紧密合作，制定客户成功计划，识别扩展/追加销售机会，并推动强劲的净保留率（NRR）客户倡导升级：作为战略账户升级的主要联系人。与产品和工程领导层倡导客户产品增强，以影响产品路线图优先级。主题专业知识：保持对JumpCloud平台能力、现代IT架构和行业趋势的深入技术理解，以就安全和身份最佳实践向客户提供建议。成功将如何衡量：净保留率（NRR）总保留率（GRR）在您分配的组合中客户健康、平台采用和产品参与度关键账户的入职时间到价值（TTV）识别和管道贡献合格的扩展/追加销售机会我们正在寻找：经验：7年以上B2B SaaS客户成功或战略账户管理的面向客户经验，管理企业或高ARR商业账户技术敏锐度：强大的行业背景，具有SaaS产品，优先领域知识在IT基础设施、身份访问管理（IAM）、目录服务、SSO/MFA、移动设备管理（MDM）、零信任和安全/系统管理。高管风范：证明与关键业务和IT利益相关者、C-suite IT领导者、副总裁和技术利益相关者建立信任和 commanding credibility 的 track record。分析战略思维：能够综合复杂客户需求，评估账户健康指标，并构建可执行的成功计划。沟通：出色的口头、书面和演示技能，能够将复杂技术概念转化为业务成果。主动问题解决：自我启动者，具有强大的组织、项目管理和一个

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