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%