Vice President of Global Customer Success & Support

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. You will lead a global team of 100+ across the US, UK, Mexico, and India, moving the organization toward an AI-foundational approach utilizing automation and machine learning to streamline operations and enhance efficiency.

• Architect the customer engine for revenue growth and refine Customer Success, Global Technical Support, and Account Management teams for scale.
• Transition the department to an AI-first operational model to automate workflows and personalize customer engagement.
• Own the end-to-end post-sale motion and Net Retention Rate (NRR) using predictive data to mitigate churn risks.
• Act as a bridge between the customer and Engineering/Product teams to translate complex pain points into an indispensable roadmap.
• Manage five direct reports and present operational updates to the Executive Team and Board of Directors.

• Significant experience leading Technical Support, Account Management, and Customer Success teams in a fast-growing SaaS environment.
• Global expertise managing distributed teams across India, NAM, LATAM, and EMEA.
• Analytical rigor with proficiency in capacity planning, health scoring, and operational efficiency.
• History of strengthening data trails and refining individual KPIs for global teams.
• Ability to travel approximately 30% of the time for customer sites and leadership meetings.
• Fluent in spoken and written English.

Required Skills