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.

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

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:...