Senior Vice President of Global Customer Success & Support - United States
Atlanta, GA - Remote · Austin, TX - Remote · Denver, CO - Remote · San Francisco, CA - Remote · New York City, NY - Remote · Full-time · Remote · Posted Oct 2, 2026
At a glance
- Employment
- Full-time
- Workplace
- Remote
- Location
- Atlanta, GA - Remote · Austin, TX - Remote · Denver, CO - Remote · San Francisco, CA - Remote · New York City, NY - Remote
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
- JumpCloud is looking for a Senior Vice President of Global Customer Success & Support to own the post-sale journey for global technical support, professional services, and success teams.
- This leader will guide a global team of 100+ personnel and transform customer interactions into a data-driven engine utilizing AI and automation.
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 (SMG, Commercial & Enterprise), ensuring implementation is a technical "win" from day one.
- Lead revenue-oriented expansion teams by focusing on customer trust and experience.
- Define responsibilities for AMs, TAMs, and CSMs to ensure an efficient model.
- Own the end-to-end post-sale motion experience and Net Retention Rate (NRR) using predictive data and tools to mitigate churn risks.
- Accountable for global NPS and CSAT metrics.
- Act as the bridge between the customer and Engineering/Product by implementing timely and nimble feedback loops.
- Manage five direct reports and a 100+ person global footprint while presenting operational updates to the Executive Team and Board of Directors.
Requirements
- Proven experience leading both Technical Support, Account Management, and Customer Success teams across SMB, Commercial, and Enterprise segments in a fast-growing SaaS environment.
- Experience managing distributed teams across multiple time zones including India, NAM, LATAM, and EMEA.
- Proficiency in using data to drive capacity planning, health scoring, and operational efficiency.
- History of strengthening data trails, building a comprehensive understanding of churn and CSAT indicators, refining individual KPIs, and upleveling operational frameworks.
- Ability to travel approximately 30% of the time domestically and internationally.
- Must be located in and authorized to work in the United States.
- Required to speak and write in English fluently.
Workplace
- All roles at JumpCloud are Remote unless otherwise specified in the Job Description.
- Travel is approximately 30% of the time to customer sites as well as to leadership and team meetings, both domestic and international.
Skills
- AI
- Machine Learning
- Customer Success
- Technical Support
- Account Management
