Tech Touch Account Manager

Jump•,

8d•$84,000 - $102,000

About The Position

The Tech Touch Account Manager is the first dedicated owner of Jump’s scaled, low-touch segment, which serves thousands of small RIA accounts primarily through automation. The role provides the human support behind that motion: saving at-risk accounts, responding to replies to automated outreach, and converting engaged customers into expansion opportunities. Automation handles outreach, while the account manager steps in where personal involvement can change the outcome. This is a quota-carrying, high-volume role focused on keeping the segment scaled rather than providing a high-touch model for the entire book. The segment has roughly 500 renewals and 95 at-risk accounts each month. The account manager owns retention and expansion outcomes, handles cancellation, non-renewal, and downsize requests, and responds to commercial questions. They document cases and churn reasons in Salesforce, monitor automated sequences, identify opportunities to improve messaging and triggers, and maintain accurate pipeline and forecasts. The role partners with CX, Billing, and RevOps to provide customers with clear answers. Jump’s mission is to empower financial advisors and their clients to thrive in the age of AI. Its primary product is an AI assistant for financial advisors’ client meeting cycle and other workflows, with expansion into additional advisor workflows and financial-services verticals. Jump leads its category in market share and customer satisfaction and serves firms including LPL, Osaic, Raymond James, and Cetera. It is backed by Battery, Sorenson, and Citi.

Requirements

1–3 years of experience in account management, customer success, support, or sales at a B2B SaaS company.
Experience working a high-volume, low-touch book, ideally with save, retention, or expansion targets.
Experience handling cancellation or churn-prevention conversations with measurable results.
Experience using Salesforce or a comparable CRM to manage pipeline and forecast accurately.
Experience using automation, sequencing, or AI tools to improve efficiency.
Commercially oriented, with the ability to turn cancellation requests into conversations.
Fast, organized, and able to work a queue without letting accounts or replies sit.
Able to prioritize using data and signals rather than gut feel.
Able to write short, clear, specific messages.
Uses AI and automation tools regularly and looks for ways to cover more accounts without additional headcount.
Comfortable with ambiguity and building the role while performing it.

Nice To Haves

Experience in fintech, wealthtech, or financial services.
Familiarity with registered investment advisers (RIAs).
Experience with tools such as Intercom or Nooks.

Responsibilities

Own save rate and gross revenue retention (GRR) for the Tech Touch segment.
Handle cancellation, non-renewal, and downsize requests quickly; understand the customer’s reason and offer an appropriate solution, such as seat reduction, a pause, adoption help, or a plan change.
Log every case in Salesforce and track churn reasons for product, CX, and leadership.
Respond to replies to automated renewal, onboarding, adoption, and expansion outreach.
Monitor automated sequences and flag issues when reply, save, or expansion rates drop.
Help improve automated messaging and triggers based on customer feedback.
Work a target list of expansion accounts, including accounts near plan thresholds and multi-advisor firms using a single seat.
Own net revenue retention (NRR) and expansion for the segment.
Maintain clean pipeline and accurate forecasting in Salesforce.
Handle commercial questions received through Intercom, including billing, pricing, seat changes, and contract terms.
Partner with CX, Billing, and RevOps so customers receive one clear answer.