Technical Customer Success Manager - Enterprise / Commercial Segments
About the Role
As a Technical Customer Success Manager (TCSM), you will own the end-to-end success of a portfolio of Enterprise or Commercial segment customers.
You will serve as the primary post-sales point of contact and trusted advisor, responsible for supporting customer onboarding and driving technical adoption, product utilization, customer health, and long-term retention.
This role blends strategic relationship management with deep technical expertise across identity, access management, device management, security, and integrations. You will partner closely with customer stakeholders, support, product, engineering, and account teams to ensure customers realize measurable business value from the JumpCloud platform.
The TCSM is responsible for proactively guiding customers through technical adoption, risk mitigation, and strategic growth opportunities throughout the customer lifecycle.
Own the end-to-end post-sales lifecycle for an assigned portfolio of Enterprise or Commercial customers
Serve as the primary trusted advisor for technical stakeholders, including IT administrators, security leaders, and executive sponsors
Develop and maintain tailored Success Plans aligned to customer business objectives and technical priorities
Drive customer onboarding, adoption milestones, and time-to-value outcomes
Proactively monitor customer health and identify risks to retention or adoption
Partner with customers to optimize platform configuration, deployment, and ongoing usage
Support customers through feature rollouts, workflow optimization, and change management to increase product adoption and deepen platform utilization
Own complex customer escalations and serve as the primary point of coordination across internal teams
Diagnose technical adoption blockers and business risks
Partner with Support, Product, and Engineering to drive timely issue resolution and to provide technical context when customers.
Develop mitigation plans for at-risk accounts and lead retention-focused customer strategies
Conduct regular business reviews and executive check-ins to demonstrate value realization and align on future goals including case histories as well as bug reporting
Partner with Account Managers to identify expansion opportunities and technical use cases that support customer growth
Influence internal roadmap discussions by surfacing customer insights and market trends
Willing to travel on-site to customer locations and/or for company events if required,
5+ years of customer-facing experience in SaaS, Customer Success, Technical Account Management, Solutions Engineering, Enterprise Technical support. At least 3 years in a technical role
Deep technical expertise and a high aptitude in a customer-facing position
Strong technical depth in at least 3 of the following:
Identity and access management
SAML / SCIM / SSO
Active Directory / LDAP / Okta / Google Workspace
Windows / macOS / Linux administration
MDM / endpoint management
REST APIs and integrations
Security and Zero Trust frameworks
Proven ability to manage strategic customer relationships and executive stakeholders
Strong problem-solving and troubleshooting skills
Excellent verbal and written communication skills
Ability to translate technical concepts into business outcomes
Strong organizational and time-management skills in a fast-paced SaaS environment
A proactive desire to stay ahead of the curve in the MDM/endpoint landscape, with the ability to lab-test new features and integrations before presenting them to customers
Experience with ADFS, GPOs, AD Device Management, AzureAD Connect, and IntuneOkta administrative experience or certification preferred
Google Workspace administrative experience, AWS Experience & Skills desired (S3, Lambda, EC2, CloudWatch)Device Management - Windows, macOS, and Linux Operating Systems, LDAP administration, troubleshooting, and maintenance experience, Networking & Authentication (RADIUS a plus!)In-depth knowledge of Single Sign-on, SCIM, JIT, and SAML, Scripting experience, PowerShell preferred
Software systems setup and configuration experience