Global VP, AI-Driven Customer Success & Support

JumpCloud Inc.; San Francisco (CA); Remote; USD 250,000 - 400,000; Full time

Job summary

JumpCloud Inc. is seeking a Senior Vice President of Global Customer Success & Support to lead and elevate post-sale experiences across global teams.

The role focuses on transforming customer interactions through data, AI, and standardized processes to reduce churn and accelerate expansion. The candidate will oversee 100+ professionals across regions, drive operational rigor, and partner with Engineering/Product to translate customer needs into an effective roadmap.

Qualifications

• Proven scale: significant experience leading Technical Support, Account Management and Customer Success teams across SMB, Commercial and Enterprise segments in a fast-growing SaaS environment.

Responsibilities

• Refine the Customer Success, Global Technical Support, and Account Management team for scale.
• Transition the department to an AI-first operational model, identifying opportunities to automate workflows, streamline ticket resolution, and personalize customer engagement at scale.
• Refine operational frameworks (people, process, and tech) to ensure the organization scales efficiently without inflating headcount.
• Customize onboarding motion for every segment (SMB, Commercial & Enterprise), ensuring implementation is a technical win from day one with every single customer.
• Lead our revenue-oriented expansion teams by focusing on customer trust and experience.
• Enhance operational frameworks (people, process, and tech) to ensure the organization can handle massive growth across segments without losing service quality.
• Define the responsibilities for AMs, TAMs, and CSMs to ensure the model is efficient and best for the customer.

Skills

Leadership

Data-driven

Global scale

SaaS experience

Job description

JumpCloud Inc. is seeking a Senior Vice President of Global Customer Success & Support to lead and elevate post-sale experiences across global teams.

The role focuses on transforming customer interactions through data, AI, and standardized processes to reduce churn and accelerate expansion. The candidate will oversee 100+ professionals across regions, drive operational rigor, and partner with Engineering/Product to translate customer needs into an effective roadmap.