Vice President of Global Customer Success & Support

All roles at JumpCloud® are Remote unless otherwise specified in the Job Description. About JumpCloud® JumpCloud® is the AI-powered unified IT management platform designed to secure the modern workforce. By consolidating identity, device, and access management, JumpCloud provides intelligent, secure IT that scales from human users to autonomous AI agents. We help organizations around the globe eliminate complexity and turn AI risk into an optimized advantage, ensuring the right people and agents have secure access to the right resources at all times.   JumpCloud is Intelligent, Secure IT.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. We don’t just want an administrator; we need a deeply curious, data-obsessed leader to own the post-sale journey for our global technical support, professional services, and success teams.   The Core Mission You will lead a global team of 100+ across the US, UK, Mexico, and India. Your mandate is to transform customer interactions into a rigorous, data-driven engine that eliminates churn and delivers an uncompromising standard of excellence. You will be expected to move the organization toward an AI-foundational approach, utilizing automation and machine learning to streamline operations and enhance team efficiency.\nWho You Are: Deeply Curious: You are a "data explorer" who isn't satisfied with surface-level answers.. You dig in to understand the “why” behind a technical friction point or a churn trend until the logic is clear.  You’re in front of the customer with your teams, asking questions, gathering insights and identifying opportunities. Scientifically Minded: You view the customer journey through a lens of granular data.  Your decisions are backed by health scores, capacity modeling, and usage patterns rather than "gut feel". A Standard-Bearer & Coach: You hold yourself to a high bar