We are looking for a Director of Global Account Management to lead, scale, and inspire our team of 20+ account managers and 3 team managers globally through our next phase of hyper-growth.
JumpCloud is a comprehensive cloud directory platform solving complex IT and cybersecurity challenges for organizations worldwide. Because our platform offers immense expansion potential, we need a revenue-focused leader who thrives in technically advanced environments, is genuinely fascinated by the cybersecurity landscape, and brings a track record of selling or expanding technical products. You don't need to be an engineer, but you must love getting into the weeds of a technical product and understanding how it transforms our customers' security posture.
In this role, you’ll be an active, hands-on leader who leads from the front. When a customer calls, you’re the type of leader who remembers their account context, steps into the trenches alongside your team, and jumps on calls to drive value. You will foster a culture of supportive coaching and continuous growth, pushing your account managers to excel while setting the bar through your own actions.
This role reports directly to the SVP of Global Customer Success and collaborates closely with executive leadership across Product, Marketing, Alliances & Channel, and Professional Services.
Key Responsibilities:
Manage AM Leaders and the existing 20+ person account management team to aggressively expand accounts, unlock cross-sell opportunities, and spearhead customer growth strategies across the Americas, EMEA, APAC and India.
Actively engage with JumpCloud’s evolving product suite and cybersecurity ecosystem. Help AMs effectively translate complex platform capabilities into clear business value for technical buyers (CIOs, CISOs, IT Directors).
Own global Net Revenue Retention (NRR) and expansion targets. Drive aggressive upsell, cross-sell, and platform adoption strategies within our existing customer base
Define best practices, programs, standards, and processes, including account planning, ABM, pricing, and QBRs.
Partner directly with Product Marketing, Product Management, Alliances, and Professional Services to voice customer feedback, shape product roadmaps, and ensure a seamless, high-touch customer journey.
Connect directly with customers at all levels to support the development of a strong Account Management function within the organization
Drive the delivery of strategic initiatives in collaboration with sales, professional services and product marketing
Partner with marketing to ensure consistent brand experience across all customer interactions.
You'll Be a Great Fit if You Have:
8+ years of experience leading and managing teams of account managers
A demonstrated track record of driving proactive expansion within existing accounts, consistently increasing ARR and securing upsells while retaining key customers
3+ years of experience selling a SaaS platform for a high growth US-based company into customers in multiple geographies (including Enterprise in the US)
Experience working with technically complex software platforms and selling into technical customers
Strong ability to inspire all levels of your team.
Ability to listen, articulate positions, and advocate for customers. And, challenge assumptions respectfully and give and receive feedback with grace
Creative problem solving ability to identify obstacles and viable solutions
Outcome-orientation. Ability to articulate the desired outcome and work collaboratively to create a path to achieve it.
Excellent communication, collaboration, facilitation, and presentation skills, at all levels of the organization and with customers
Bonus points for:
Direct experience leading sales operations/deal desk team members
Domain relevant experience with IT-related technologies such as directory services, LDAP, RADIUS, SAML, MultiFactor Authentication, MDM, or similarly complex technologies
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