Jump App Tech Touch Account Manager at Jump App owning retention, save rate, and expansion for a scaled, low-touch segment of small RIA accounts. Handles cancellation requests, replies to automated outreach, and manages pipeline in Salesforce.
Responsibilities
The Tech Touch Account Manager is the first dedicated owner of Jump’s Tech Touch (scaled, low-touch) segment: thousands of small RIA accounts served mostly through automation. You own the human side of that motion. You save at-risk accounts, answer replies to automated outreach, and turn engaged customers into expansion. Automation handles the outreach. You step in where a person changes the outcome.
This is a quota-carrying role for someone who likes numbers. The segment sees roughly 500 renewals and about 95 at-risk accounts each month, so you’ll work a high-volume queue where speed, judgment, and clean data matter. Keeping this segment scaled is the point of the role. It is not a high-touch model for the whole book.
Saves and Retention
Own save rate and GRR for the Tech Touch segment
Handle cancellation, non-renewal, and downsize requests quickly, with a clear read on the customer’s reason and the right offer (seat reduction, pause, adoption help, or a plan change)
Log every case in Salesforce and track churn reasons so product, CX, and leadership see what is driving losses
Automation and Reply Handling
Field replies to automated outreach: renewal touches, onboarding and adoption nurtures, and expansion campaigns
Monitor automated sequences and flag what to fix when reply, save, or expansion rates drop
Help improve messaging and triggers using what you hear from customers
Work a target list of expansion accounts, such as accounts near plan thresholds and multi-advisor firms on a single seat
Own NRR and expansion for the segment, and maintain clean pipeline and accurate forecasting in Salesforce
Qualification
You are commercially wiredYou are fast and organizedYou prioritize with data and signalsYou write shortYou are comfortable with ambiguityWhat You’ve Done1-3 years in account managementWorked a high-volumeUsed automation
Required
You are commercially wired: you can turn a cancellation request into a conversation
You are fast and organized, and you work a queue without letting accounts or replies sit
You prioritize with data and signals, not gut feel
You write short, clear, specific messages
You use AI and automation tools daily and look for ways to cover more accounts without more headcount
You are comfortable with ambiguity. You’ll be building this role as you do it
What You’ve Done
1-3 years in account management, customer success, support, or sales at a B2B SaaS company
Worked a high-volume, low-touch book, ideally with save, retention, or expansion targets
Handled cancellation or churn-prevention conversations with measurable results
Used Salesforce or a comparable CRM to manage pipeline and forecast accurately
Used automation, sequencing, or AI tools (such as Intercom or Nooks) to improve efficiency
