Vice President, Global Customer Success & Support

JumpCloud

VP of Global Customer Success & Support overseeing global customer interactions via a data-driven approach. Leading a team to drive excellence in customer success and technical support across multiple regions.

Posted 4/30/2026full-timeRemote • Illinois • 🇺🇸 United StatesLeadWebsite

About the role

Key responsibilities & impact

Architect the Customer Engine for Trust-driven Strategic Revenue Growth
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 our onboarding motion for every segment (SMG, 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.
Drive Data-Centered Retention
Own the end-to-end post-sale motion experience and Net Retention Rate (NRR), using predictive data & tools to identify and mitigate churn risks before they manifest.
Accountable for global NPS and CSAT metrics, treating these as scientific benchmarks for improvement.
Improve overall onboarding experience and long term retention.
Product & Technical Advocacy
Act as the bridge between the Customer and Engineering/Product by implementing timely and nimble feedback loops that provide Product teams with critical customer insights.
Translate complex customer pain points into actionable feedback that drives a "sticky" and indispensable product roadmap.
High-Performance Leadership
Manage five direct reports and a 100+ person global footprint.
Present operational updates to the Executive Team and Board of Directors, defending strategies with clear metrics and logical depth.

Requirements

What you’ll need

Proven Scale: Significant experience leading both Technical Support, Account Management and Customer Success teams across SMB, Commercial and Enterprise segments in a fast-growing SaaS environment.
Global Expertise: Experience managing distributed teams across multiple time zones (specifically India, NAM, LATAM, and EMEA).
Analytical Rigor: Proficiency in using data to drive capacity planning, health scoring, and operational efficiency.
Data Excellence: History of strengthening data trails and building a comprehensive understanding of churn and CSAT indicators as well as refining individual KPIs for the entire global team and upleveling operational frameworks.
Ability to Travel: This role travels approx 30% of the time to customer sites as well as to leadership and team meetings. Travel is both domestic and international.

Benefits

Comp & perks

JumpCloud® is an equal opportunity employer. All applicants will be considered for employment without attention to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran or disability status.
Please submit your résumé and brief explanation about yourself and why you would be a good fit for JumpCloud®.
One of JumpCloud®'s three core values is to “Build Connections.” To us that means creating " human connection with each other regardless of our backgrounds, orientations, geographies, religions, languages, gender, race, etc. We care deeply about the people that we work with and want to see everyone succeed." - Rajat Bhargava, CEO
Scam Notice:
Please be aware that there are individuals and organizations that may attempt to scam job seekers by offering fraudulent employment opportunities in the name of JumpCloud. These scams may involve fake job postings, unsolicited emails, or messages claiming to be from our recruiters or hiring managers. Please note that JumpCloud will never ask for any personal account information, such as credit card details or bank account numbers, during the recruitment process. Additionally, JumpCloud will never send you a check for any equipment prior to employment.
All communication related to interviews and offers from our recruiters and hiring managers will come from official company email addresses (@jumpcloud.com) and will never ask for any payment, fee to be paid or purchases to be made by the job seeker. If you are contacted by anyone claiming to represent JumpCloud and you are unsure of their authenticity, please do not provide any personal/financial information and contact us immediately at recruiting@jumpcloud.com with the subject line "Scam Notice"

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Hard Skills & Tools

AI-first operational modeldata analysiscapacity planninghealth scoringoperational efficiencycustomer engagementonboarding customizationpredictive dataNet Retention Ratecustomer insights

Soft Skills

high-performance leadershipstrategic thinkingcommunicationteam managementcustomer advocacyanalytical rigorproblem-solvingpresentation skillscollaborationadaptability