Vice President of Global Customer Success & Support | JobSetuu
RemoteOK Employer
Posted 10 hours ago • Via remoteOK.com
Description
Job Overview
- Source: RemoteOK
Job Description
All roles at JumpCloud® are Remote unless otherwise specified in the Job Description.
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 VP of Global Customer Success & Support who functions like a scientist and leads like a world-class coach. We donât just want an administrator; we need a deeply curious, data-obsessed leader to own the post-sale journey for our global technical support, professional services, and success teams.
The 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 be expected to move the organization toward an AI-foundational approach, utilizing automation and machine learning to streamline operations and enhance team efficiency.
\nDeeply Curious: You are a "data explorer" who isn't satisfied with surface-level answers.. You dig in to understand the âwhyâ behind a technical friction point or a churn trend until the logic is clear. Youâre in front of the customer with your teams, asking questions, gathering insights and identifying 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 rather than "gut feel".
A Standard-Bearer & Coach: You hold yourself to a high bar and expect the same from your team. You believe that "good enough" is the enemy of world-class. You mentor your team to achieve excellence, blending high empathy with high accountability.
A Product Aficionado: You have a passion for the product's capabilities. You act as a bridge between the customer and Engineering/Product, translating complex pain points into an indispensable roadmap.
AI-Forward: You look for ways to augment human talent with technology. You prioritize building a foundation where AI handles the routine so your team can focus on the complex.
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.
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.
#LI-KF1
Where youâll be working/Location:
JumpCloud® is committed to being Remote First, meaning that you are able to work remotely within the country noted in the Job Description.
You must be located in and authorized to work in the country noted in the job description to be considered for this role.
Please note: There is an expectation that our engineers participate in on-call shifts. You will be expected commit to being ready and able to respond during your assigned shift, so that alerts don't go unaddressed.
Language:
JumpCloud® has teams in 15+ countries around the world and conducts our internal business in English. The interview and any additional screening process will take place primarily in English. To be considered for a role at JumpCloud®, you will be required to speak and write in English fluently. Any additional language requirements will be included in the details of the job description.
Why JumpCloud®?
If you thrive working in a fast, SaaS-based environment and you are passionate about solving challenging technical problems, we look forward to hearing from you! JumpCloud® is an incredible place to share and grow your expertise! Youâll work with amazing talent across each department who are passionate about our mission. Weâre out of the box thinkers, so your unique ideas and approaches for conceiving a product and/or feature will be welcome. Youâll have a voice in the organization as you work with a seasoned executive team, a supportive board and in a proven market that our customers are excited about.
One of JumpCloud®'s three core values is to âBuild Connections.â 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
Please submit your résumé and brief explanation about yourself and why you would be a good fit for JumpCloud®. Please note JumpCloud® is not accepting third party resumes at this time.
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.
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"
#LI-Remote #BI-Remote
Expert Career Tips for Vice President of Global Customer Success & Support Roles
To succeed in a competitive market as a Vice President of Global Customer Success & Support , you need more than just technical skills. Here are some expert strategies to elevate your profile:
- Build a Strong Portfolio: For technical roles, a clean GitHub or a personal project site is essential. For non-technical roles, a case study portfolio demonstrating problem-solving and impact is equally valuable. Show, don't just tell, what you have achieved in your previous positions.
- Master the Narrative: When interviewing, use the STAR method (Situation, Task, Action, Result) to structure your answers. Quantify your results wherever possible—mentioning "increased efficiency by 20%" is much more impactful than saying "improved efficiency."
- Continuous Learning: The industry moves fast. Whether it's staying updated with the latest AI tools or mastering a new management methodology, continuous professional development is key. Consider obtaining industry-recognized certifications that align with Vice President of Global Customer Success & Support requirements.
- Networking: Connect with other professionals in similar roles. Join online communities, attend webinars, and engage in meaningful discussions on professional social networks. Often, the best opportunities come through referrals and community engagement.
- Soft Skills Matter: Communication, empathy, and leadership are often the deciding factors between two equally qualified technical candidates. Cultivate these skills as they are universally valued across all industries and seniority levels.
Additionally, research the specific company's culture and values. Tailoring your application to show how you align with their mission can significantly increase your chances of moving forward in the process.
Salary & Compensation
Salary not disclosed; typically competitive for the role.
Work Arrangement
Type: On-Site
Standard business hours at the office.
Comprehensive Application Strategy & Hiring Process
Applying for a new role is a marathon, not a sprint. Follow this strategic approach to maximize your success rate:
1. Initial Research & Tailoring
Don't send the same resume to every employer. Spend at least 30 minutes researching the company. Look for recent news, their product roadmap, and their team structure. Modify your summary and core competencies to reflect the specific keywords found in the job description.
2. The Perfect Cover Letter
If the application allows for a cover letter, use it to tell a story that your resume cannot. Explain why you are passionate about this specific company and how your unique background makes you the perfect fit for the challenges they are currently facing.
3. Navigating the Multi-Stage Interview
Most modern hiring processes involve 3-5 stages. This typically includes a recruiter screen, a technical or skill-based assessment, a peer interview, and a final leadership round. Prepare for each stage differently: focus on enthusiasm and fit for the recruiter, technical depth for the assessment, and strategic vision for the leadership round.
4. Post-Interview Follow-Up
Always send a personalized thank-you note within 24 hours of each interview. Reference a specific topic discussed during the call to demonstrate your active listening and genuine interest in the role.
By following these steps, you demonstrate a high level of professionalism and attention to detail that sets you apart from the average applicant.
Typical Interview Process
- Resume screening
- HR call
- Skill interview
- Final manager interview
- Offer
Tip: Research the company's products and culture.
Global Market Intelligence & Relocation Insights
At JobSetuu, we specialize in helping talent navigate the global job market. Here is what you need to know about the current landscape in Global and beyond:
The demand for skilled professionals is increasingly borderless. For roles based in Global, understanding the local cost of living, visa requirements (if applicable), and cultural nuances is vital. If this is a remote role, consider the time zone alignment and the asynchronous communication culture of the hiring organization.
Relocation Support: Many forward-thinking companies offer relocation packages that include moving stipends, temporary housing, and legal assistance with work permits. When evaluating an offer, look beyond the base salary—consider the total compensation package, including equity, bonuses, and healthcare benefits.
Work-Life Balance Trends: Hybrid and remote work have become standard in many regions. Research the local labor laws and common practices regarding work hours and vacation time to ensure the role aligns with your lifestyle goals.
Leveraging JobSetuu's tools can help you compare salaries across different cities and understand the "purchasing power" of your potential offer, ensuring you make an informed decision for your long-term career path.
Skills & Competency Roadmap for Professional Development
To remain competitive in Professional Development, we recommend focusing on the following core competencies over the next 12-18 months:
- Technical Mastery: Deepen your expertise in the core tools and languages relevant to your field. For developers, this might be cloud architecture; for marketers, it might be data-driven attribution modeling.
- AI Augmentation: Learn how to leverage generative AI and automation tools to increase your productivity. Understanding how to integrate these technologies into your workflow is becoming a non-negotiable skill.
- Leadership & Strategy: Even in individual contributor roles, the ability to think strategically and lead projects from inception to completion is highly valued. Focus on stakeholder management and high-level project planning.
- Data Literacy: The ability to interpret data and use it to drive decisions is essential across all business functions. Familiarize yourself with data visualization and basic analytical concepts.
By investing in these areas, you not only prepare yourself for the role you are applying for today but also build a resilient foundation for the opportunities of tomorrow.
Apply via JobSetuu
Discover your next career milestone on JobSetuu. This Vice President of Global Customer Success & Support position is part of our commitment to bringing you the most relevant and high-impact job openings globally. At JobSetuu, we simplify your job search by aggregating premier listings and providing the tools you need to stand out. Don't miss the chance to elevate your professional journey—explore more opportunities and career insights on our platform today.
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