Client Success Manager
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Job Description
Client Success Manager at Jackrabbit Technologies leading client success teams for SMB and Enterprise segments. Ensuring retention and growth through scalable processes and strategic oversight.
Responsibilities:
- Lead and manage the client success function across both SMB and Enterprise segments.
- Directly manage SMB Account Managers responsible for client retention, satisfaction, and portfolio management.
- Directly manage Enterprise Strategic Account Executives responsible for Enterprise account management, PE sales, and Franchise expansion.
- Set clear goals, KPIs, and performance metrics for both SMB and Enterprise teams aligned to retention, expansion, and client satisfaction targets.
- Conduct regular one-on-one sessions focused on skill development, goal achievement, and career growth.
- Overall accountability for retention, growth, and long-term satisfaction across our entire client base.
Requirements:
- 6-8 years in SaaS client success, account management, or sales with a proven track record of retention and growth
- 3+ years of people management experience, including direct reports and team development
- Demonstrated success in building and leading client success teams across multiple market segments
- Experience managing both Enterprise and SMB client portfolios or teams
- Proven track record of developing scalable processes and driving operational improvements
- Strong analytical skills with experience using data to drive strategy and measure performance
- Experience with CRM systems (HubSpot preferred) and customer success platforms
- Team leadership experience with responsibility for hiring, developing, and evaluating direct reports
- Process development and implementation background with the ability to scale operations
- Bachelor's degree in Business, Marketing, or related field preferred.
Benefits:
- Medical, Dental, Vision, Flexible Spending, HSA and Dependent Care Accounts.
- Company-Paid Disability and Life Insurance.
- Opportunity to elect Critical Illness and Accident Insurance.
- Confidential access to legal and life counseling and mental health support available 24/7.
- 401(k) with a generous company match, access to financial planning.
- Paid Time Off, Paid Parental, Paid Caregiver and Sabbatical leaves.
- Annual allowance for professional development.
- Paid Time to volunteer in your community.
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