Vice President of Global Customer Success & Support
About the role
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. The company helps 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.
About the Role
JumpCloud is seeking a VP of Global Customer Success & Support who functions like a scientist and leads like a world-class coach. This role requires a deeply curious, data-obsessed leader to own the post-sale journey for global technical support, professional services, and success teams.
Core Mission
You will lead a global team of 100+ across the US, UK, Mexico, and India. Your mandate is to transform customer interactions into a rigorous, data-driven engine that eliminates churn and delivers an uncompromising standard of excellence. You will move the organization toward an AI-foundational approach, utilizing automation and machine learning to streamline operations and enhance team efficiency.
Who You Are
- Deeply Curious: A data explorer who digs into understanding the 'why' behind technical friction points and churn trends. You engage with customers and teams to gather insights and identify opportunities.
- Scientifically Minded: You view the customer journey through a lens of granular data. Your decisions are backed by health scores, capacity modeling, and usage patterns.
- A Standard-Bearer & Coach: You hold yourself and your team to a high bar. You mentor your team to achieve excellence, blending high empathy with high accountability.
- A Product Aficionado: You have a passion for product capabilities and act as a bridge between customers and Engineering/Product teams.
- AI-Forward: You look for ways to augment human talent with technology and prioritize building a foundation where AI handles routine tasks.
Key Responsibilities
- Architect the customer engine for trust-driven strategic revenue growth
- Refine the Customer Success, Global Technical Support, and Account Management teams 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 including people, process, and technology to ensure organizational excellence