Jackrabbit Technologies ยท 2 weeks ago
Manager of Client Success (US Remote)
United States
Full-time
Remote
Mid, Senior Level
6+ years expJackrabbit Technologies is the leading provider of software and services that help youth activity centers grow and operate efficiently. As the Manager of Client Success, you will lead the client success teams for both SMB and Enterprise segments, focusing on retention, growth, and long-term satisfaction across the client base.
AccountingEducationMusicSoftware
No H1B
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
Provide coaching, mentorship, and performance feedback to develop high-performing client success and account management professionals
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
Lead team training sessions on best practices, new processes, tools, and methodologies
Foster a collaborative, client-focused culture that prioritizes long-term relationships and measurable outcomes
Support hiring and onboarding of new client success team members
Oversee Enterprise account management strategy, including relationship development, retention, and expansion across the entire Enterprise portfolio
Guide Private Equity sales process with Enterprise Strategic Account Executives, ensuring alignment on PE target accounts, sales strategies, and deal progression
Oversee Franchise expansion initiatives, partnering with Enterprise AEs to develop expansion strategies, proposals, and multi-location rollout plans
Participate in strategic business reviews with key Enterprise accounts as needed
Monitor Enterprise account health and pipeline metrics, proactively identifying risks and opportunities
Collaborate with the Enterprise Engineer to ensure seamless onboarding, training, and ongoing support for Enterprise clients
Develop Enterprise-specific playbooks for account management, PE sales, and Franchise expansion
Represent Enterprise client needs in cross-functional strategic discussions
Oversee SMB account management operations, ensuring consistent execution of retention strategies and proactive client engagement
Monitor SMB client health metrics across portfolios, identifying at-risk accounts and expansion opportunities
Guide save conversations and win-back campaigns with Account Managers to protect revenue and re-engage churned clients
Ensure effective execution of client outreach, relationship-building, and value reinforcement activities
Track retention metrics, churn rates, and expansion revenue across SMB portfolios
Collaborate with the Sales Manager to ensure seamless handoffs from new sales to account management
Design and implement scalable client success processes for both SMB and Enterprise segments
Develop standardized workflows for client onboarding, health monitoring, retention activities, and expansion initiatives
Create and refine talk tracks, templates, and playbooks for account management scenarios across both segments
Build measurement frameworks to track process effectiveness and identify improvement opportunities
Design automated workflows and sequences to improve efficiency and consistency
Establish best practices for client segmentation, prioritization, and engagement cadences
Document standard operating procedures for account management activities and escalation processes
Conduct regular process audits and implement continuous improvement initiatives
Partner with the Director of Sales and Client Success to align on retention goals, expansion strategies, and resource allocation
Collaborate with the Sales Manager to ensure alignment on client handoffs, territory planning, and go-to-market strategies
Work with Product teams to communicate client needs and influence roadmap priorities based on retention and expansion insight
Coordinate with Marketing on customer advocacy programs, case studies, and retention campaigns
Provide regular reporting on team performance, retention metrics, expansion revenue, and client satisfaction to senior leadership
Share market intelligence and client insights to inform strategic business decisions
Qualification
Required
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
Track record of achieving retention and expansion revenue targets
Team leadership experience with responsibility for hiring, developing, and evaluating direct reports
Process development and implementation background with the ability to scale operations
Coaching and mentoring skills with demonstrated ability to develop diverse talent
Strategic thinking ability to align team activities with organizational goals
Change management experience in implementing new strategies, processes, and systems
Cross-functional collaboration with the ability to influence without direct authority
Preferred
Bachelor's degree in Business, Marketing, or related field
Experience in the youth activity/education industry (gymnastics, dance, swim)
Background in Private Equity or Franchise business models
Experience with customer health scoring and predictive analytics
Familiarity with account-based strategies and high-touch relationship management
Advanced Excel/Google Sheets proficiency for data analysis and reporting
CRM and automation platforms expertise (HubSpot, Gong, etc.)
Business intelligence tools experience (PowerBI)
Project management skills with the ability to lead cross-functional initiatives
Data-driven decision making with the ability to translate metrics into actionable strategies
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.
Company
Jackrabbit Technologies
The #1 Cloud-Based Class Management Software for Youth Activity Centers
51-200 employees
Funding
Current Stage
Growth StageLeadership Team
Tracy Egan
Chief Product Officer
Recent News
2025-12-10
2025-08-13
2025-01-22
Company data provided by crunchbase