Strategic CSM – Enterprise IT (Remote, Mexico)

Jumpcloud; México; Presencial; MXN 900.000 - 1.300.000; Jornada completa

Descripción de la vacante

JumpCloud is seeking an experienced Customer Success Manager in Mexico to own and manage a portfolio of high-value Enterprise, Commercial and SMB accounts. You will act as a trusted advisor and strategic partner to IT executives, driving product adoption, 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.

Formación

• 7+ years of customer-facing experience in B2B SaaS Customer Success or Strategic Account Management, managing Enterprise or high-ARR Commercial accounts.
• 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 and cross-functional leadership skills in a high-growth, remote-first environment.
• Education: Bachelor’s degree or equivalent practical experience.

Responsabilidades

• 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.

Conocimientos

Strategic Account Management

Executive Presence

SaaS & IAM knowledge

Customer Advocacy

Analytical Thinking

Communication

Problem Solving

Educación

Bachelor’s degree or equivalent

Descripción del empleo

JumpCloud is seeking an experienced Customer Success Manager in Mexico to own and manage a portfolio of high-value Enterprise, Commercial and SMB accounts. You will act as a trusted advisor and strategic partner to IT executives, driving product adoption, 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.