SMB Customer Success Manager

Title – SMB Customer Success Manager
Reports To – Christine LaFrance O’Byrne (Head of Customer Success)
Location – Draper, UT (hybrid) or Remote

About the role

We’re looking for a SMB Customer Success Manager (high-velocity motion) to help us deliver value at scale to our fast-growing base of small to mid-sized RIA customers. As an early member of the team, you’ll play a key role in shaping and growing Jump’s SMB customer success motion. You’ll work in a high-volume, fast-moving environment where proactive customer engagement and creative problem-solving are key to driving retention and growth. You’ll be a critical part of helping Jump maintain its leadership position as the trusted, loved solution for advisors and their teams.

What you’ll do:

• Own a book of SMB accounts and proactively manage customer health, adoption, retention, and expansion

• Run scalable customer engagement programs (e.g. email campaigns, mid-year and renewal check ins) to deliver customer value efficiently across your book of business

• Create leverage for yourself through automation, scalable processes, and AI-enabled tools

• Track engagement, identify expansion signals, and own the upsell when growth opportunities arise

• Maintain highly organized customer records and notes in Salesforce

• Respond to product questions and escalate bugs or deeper issues to support/product when needed

• Champion customer feedback to internal teams to help make Jump even better

About you

• You’re energized by scale - you love building repeatable systems that help thousands of customers

• You are highly organized and excellent at prioritizing across a large book of business

• You’re empathetic, concise, and comfortable guiding advisors through change

• You have excellent communication and prioritization skills

• You love working with technology and actively use AI-enabled tools to work smarter

• Bonus: Experience in wealth management or working with advisors/RIAs, or in a CS role at a B2B SaaS company

What you’ve done

• 2-5 years in customer success, account management, CS ops, support, or lifecycle marketing in a high-velocity environment

• Owned a book of SMB accounts or mid-market accounts, ideally in a tech-touch or one-to-many model

• Started at the beginning of an early stage customer success program and helped define and set up the programming

• Used CRM and customer engagement platforms to manage touchpoints, health scores, and renewal cadences

• Built or improved customer lifecycle programs to drive adoption, NRR, and GRR

Compensation

• Competitive cash and equity compensation commensurate with the candidate’s experience level

• Medical, dental, vision benefits

• 401k available

• Have real impact at a fast growing early stage company while working with a top tier team

About Jump

Jump’s mission is to empower financial advisors and their clients to thrive in the age of AI. Jump’s primary product is an AI assistant helping financial advisors with their client meeting cycle and other work flows.

Jump was launched in 2023 by a team of experienced software entrepreneurs with backgrounds including Harvard, Stanford, Google, Divvy, Bill.com, WeWork, and other experience in big data, AI, and insuretech.

Jump’s product has been recognized with industry awards and by advisor networks as the leading product in its category, and is growing very quickly.

Jump is backed by top venture capital firms.

Jump’s team values working super fast at a very high quality bar, trusting each other to show up and do what is in the best long term interest of our customers and team, relying on direct but kind communication with no drama.

Join us on our mission to transform the client and advisor experience with cutting edge AI technology, and help those who help safeguard the financial future of everyday people everywhere.

Remote restrictions

• Workday must overlap by at least 7 hours with Salt Lake City, UT, USA