This opportunity is a hybrid role at JumpCloud®, requiring that you are able to work both on site and remotely in the location specified in the Job Description. This opportunity also requires that you work a specific shift as this is a region specific role.
About JumpCloud®
JumpCloud® delivers a unified open directory platform that makes it easy to securely manage identities, devices, and access across your organization. With JumpCloud®, IT teams and MSPs enable users to work securely from anywhere and manage their Windows, Apple, Linux, and Android devices from a single platform. JumpCloud® is IT Simplified.
About the Role
The Global AM & CSM Enablement Program Manager will design and deliver targeted enablement programs that elevate JumpCloud’s global Account Manager (AM) and Customer Success Manager (CSM) teams. This role blends instructional design, coaching, and data-driven enablement to strengthen execution across customer adoption, retention, and expansion.
You’ll partner closely with Customer Success, Account Management, Sales Leadership, Customer Education, Customer Marketing, and Product Marketing to ensure every AM and CSM has the tools, skills, and confidence to deliver value to our customers while driving growth and retention outcomes.
Responsibilities
- Design and deliver engaging onboarding and ongoing enablement programs for global AM and CSM teams supporting Commercial and Enterprise segments.
- Develop and facilitate skill-development sessions focused on customer lifecycle excellence—driving adoption, value realization, renewal, and expansion.
- Provide ongoing 1:1 and small-group coaching to strengthen performance in relationship management, success planning, customer advocacy, and expansion strategy.
- Lead call reviews and live/recorded coaching sessions to enhance effectiveness in account planning, value articulation, stakeholder engagement, renewal negotiation, and cross-sell/up-sell motions.
- Drive adoption of AM & CSM playbooks and processes to ensure consistent, scalable customer engagement and growth execution across regions.
- Build and maintain enablement content and resources—including talk tracks, success plans, templates, and playbooks—tailored to AM and CSM roles.
- Partner cross-functionally with Customer Success, Sales, RevOps, and Product Marketing to align enablement initiatives with customer lifecycle processes, marketing campaigns, and product launches.
- Analyze performance and engagement metrics (renewal rate, expansion pipeline, NRR, adoption trends) to identify skill gaps and prioritize enablement programs.
Requirements
- ~3+ years of experience in a post-sales customer-facing role (e.g., Account Manager, Customer Success Manager, or equivalent) within a Commercial or Enterprise B2B SaaS organization.
- ~1+ year of experience in Sales or Customer Success Enablement, or in a leadership/training/coaching role with measurable impact on team performance.
- Deep understanding of the post-sales customer lifecycle, including onboarding, adoption, success planning, renewal, and expansion motions.
- Proven ability to facilitate engaging virtual and in-person training sessions that drive behavior change and improve customer outcomes.
- Familiarity with Value Selling, Customer Success frameworks, or similar methodologies for driving customer value and growth.
- Domain knowledge in IT, Security, and SaaS and comfort enabling technically oriented teams is a strong plus.
- Data-driven mindset with proficiency in Salesforce, Gong, Catalyst, Tableau, and Google Workspace to analyze trends and measure enablement impact.
Working Location Type & Working Hours
- This role is Hybrid in Bangalore, India and requires that you be able to work from our office location 3 days / week.
- This role's working hours are 1:00pm - 10:00 pm IST and without substitution.
