Customer Success Manager - Mexico

About the Role
We are seeking an experienced Customer Success Manager based in Mexico to own and manage a portfolio of high-value Enterprise, Commercial and SMB accounts.

In this role, you will act as a trusted advisor and strategic partner to IT executives (CIOs, CISOs, VPs/Directors of IT), driving deep product adoption, customer retention, and long-term value realization. You will partner closely with Sales, Account Management, Support, Solutions Engineering, and Product teams to champion customer needs, mitigate churn risks, and unlock expansion opportunities.

Key Duties & Responsibilities:

• Strategic Account Management: Develop deep, multi-threaded relationships with key executive decision-makers and stakeholders across Enterprise accounts. Build and execute tailored Customer Success Plans aligned with client business outcomes.

• Onboarding & Time to Value: Partner with Implementation and Professional Services teams to guide onboarding initiatives, ensuring swift time-to-value and adoption across hybrid IT environments.

• Adoption & Risk Mitigation: Proactively monitor portfolio health, user engagement, leverage AI and data to address adoption bottlenecks and potential churn risks early.

• QBRs / Executive Business Reviews (EBRs): Prepare and facilitate strategic, metrics-driven quarterly and executive business reviews with key client leaders to showcase ROI, benchmark health, and align on strategic roadmaps.

• Growth & Commercial Partnership: Partner closely with Account Executives and Account Managers to develop Customer Success Plans, identify expansion/upsell opportunities, and drive strong Net Retention Rates (NRR)

• Customer Advocacy & Escalation: Serve as the primary point of contact for strategic account escalations. Advocate for customer product enhancements with Product and Engineering leadership to influence product roadmap priorities.

• Subject Matter Expertise: Maintain a deep technical understanding of JumpCloud's platform capabilities, modern IT architectures, and industry trends to advise customers on security and identity best practices.

How Success Will Be Measured :

• Net Retention Rate (NRR) & Gross Retention Rate (GRR) across your assigned portfolio

• Customer Health, Platform Adoption, and Product Engagement

• Onboarding Time-to-Value (TTV) for key accounts

• Identification and pipeline contribution of qualified Expansion/Upsell opportunities

We're Looking For:

• Experience: 7+ years of customer-facing experience in B2B SaaS Customer Success or Strategic Account Management, managing Enterprise or high-ARR Commercial accounts

• Technical Acumen: Strong industry background with SaaS Products with preferred domain knowledge in IT infrastructure, Identity & Access Management (IAM), Directory Services, SSO/MFA, Mobile Device Management (MDM), Zero Trust, and Security/System Administration.

• Executive Presence: Proven track record of building trust and commanding credibility with key Business and IT stakeholders, C-suite IT leaders, VPs, and technical stakeholders.

• Analytical & Strategic Mindset: Ability to synthesize complex customer requirements, evaluate account health metrics, and construct actionable success plans.

• Communication: Outstanding verbal, written, and presentation skills, with an ability to translate complex technical concepts into business outcomes.

• Proactive Problem Solving: A self-starter with strong organization, project management, and cross-functional leadership skills in a high-growth, remote-first environment.

• Education: Bachelor's degree or equivalent practical experience.

Location & Work Requirements :

• Location: Remote -- Mexico.

• Must be authorized to work in Mexico without restriction.

• Proficient in English and Spanish

• Should be willing to travel for customer meetings and workshops - 10%