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

At Jump, the SMB Customer Success is about driving measurable value for our customers—leading to adoption, retention, and expansion. As a SMB Customer Success Manager (CSM), you’ll be a strategic partner to enterprise customers, ensuring RIAs and Broker-Dealers (BDs) achieve tangible value with Jump’s AI-powered assistant.

You’ll own customer relationships and drive execution—leading pilots, ensuring seamless onboarding, and tracking key success metrics to maximize engagement and ROI. You’ll partner with Sales, Product, and Engineering to remove roadblocks, influence product direction, and uncover expansion opportunities. As we scale, you’ll play a key role in defining best practices and shaping the future of Customer Success at Jump.

This role is perfect for someone who thrives in a fast-moving startup, builds strong relationships, and takes ownership of revenue growth.

What you’ll do:

• Own and grow a portfolio of enterprise RIA and BD customers, ensuring adoption, retention, and expansion.

• Lead pilots and onboarding to ensure seamless implementation, early engagement, and position Jump as a mission-critical tool in the advisor workflow.

• Develop and execute customer success plans, including Quarterly Business Reviews (QBRs) and strategic check-ins.

• Track success metrics to demonstrate ROI and drive deeper adoption.

• Work with Product and Engineering to implement customer-driven improvements.

• Partner with Sales to ensure seamless pilots and customer handoffs.

• Educate customers on best practices, new features, and strategies for maximizing Jump’s impact.

• Help define and scale best practices for Customer Success as Jump grows.

• Help Jump stay the category leader, trusted and loved by customers.

• Help build Jump into a career-making, exceptional place to work.

About you

• You build strong relationships, act as a trusted advisor, and take ownership of driving customer success and revenue growth.

• You’re a proactive problem solver, anticipating customer needs and removing roadblocks before they become issues.

• You’re comfortable collaborating across teams to advocate for customers and improve the product experience.

• You make data-driven decisions, using insights to drive retention, expansion, and engagement.

• You want to have real impact helping to build an early-stage AI software company serving financial advisors and other financial services.

• You understand what it means to work at a very early-stage tech company and are super excited about the related opportunities and challenges.

What you’ve done

• 2+ years of experience in customer success, account management, relationship management, or consultative sales, ideally in B2B SaaS or financial services.

• Strong understanding of financial services (RIAs, BDs, large banks) and the ability to speak the language of financial advisors and firm leaders.

• Proven track record of owning renewals, upsells, and expansions, with revenue accountability.

• Experience working with executives and leading QBRs, renewals, and account strategy discussions.

• Experience using customer health metrics and data insights to drive action.

• Preferred: Experience working in WealthTech or fintech, particularly with RIAs or BDs. Experience in a fast-growing startup where you helped scale customer success.

Compensation

• $97-125 (75/25 split base + commissions)

• 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.