Client Success Manager (US Remote)

Welcome to Jackrabbit Technologies.

Jackrabbit Technologies is the leading provider of software and services that help youth activity centers -- gymnastics, dance, cheer, swim, music, childcare, and others -- grow and operate efficiently.  We are an entrepreneurial-minded, rapidly growing SaaS company that has been recognized as one of the Best Places to Work in North Carolina and one of North Carolina’s Top Industry-Driven Technology Companies. Jackrabbit Technologies’ SaaS solution powers over 7000 clients in 35 countries around the world.

Our culture empowers YOU. 

We hire people passionate about what they do, provide them with the tools to succeed, and then get out of their way!  Living our vision, mission, and values, our people are what make Jackrabbit Technologies an awesome place to work. And that “awesome place” is virtual--all of our employees enjoy the privilege of working remotely. We always have and always will.  We are interested in speaking to qualified candidates who are US Citizens or Green Card holders with no special circumstances living in the US. We are not able to sponsor visas.

What you'll do. 

As Client Success Manager, you will lead both the Small and Medium-sized Business (SMB)  and Enterprise client success teams, ensuring retention, growth, and long-term satisfaction across our entire client base. You will manage Account Managers focused on SMB client portfolios and Enterprise Strategic Account Executives responsible for the complete Enterprise segment, including oversight of Private Equity acquisitions and Franchise expansion opportunities. Your focus is on building scalable processes, developing talent, and driving measurable retention and expansion outcomes.

Team Leadership & Development

• 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
  
  

Enterprise Strategy & Oversight

• 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.
  
  

SMB Account Management & Retention

• 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.
  
  

Process Development & Optimization

• 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.
  
  

Cross-Functional Collaboration & Reporting

• 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.
  
  

Travel 25-30% for team meetings, client visits, and strategic planning sessions.

What you're about. 

You are a strategic client success leader with a proven track record of building and managing teams that drive retention and growth. You excel at balancing hands-on coaching with strategic oversight, and you understand the nuances of both high-touch Enterprise relationship management and scalable SMB account management. You thrive on developing talent, optimizing processes, and using data to drive decisions. You're equally comfortable diving into complex Enterprise deals and designing efficient SMB retention workflows.

Experience and Qualifications

Required Experience

• 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

Leadership Qualifications

• 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 Qualifications

• 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

Technical & Analytical Skills

• 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
  
  

Core Competencies: 

     1.  Demonstrates Self-Awareness - Using a combination of feedback and reflection to gain productive insight into personal strengths and weaknesses.

    2.   Tech Savvy - Anticipating and adopting innovations in business-building digital and technology applications.  

    3.   Develops Talent  - Developing people to meet both their career goals and the organization's goals

    4.   Drives Results - Consistently achieving results, even under tough circumstances

    5.   Customer Focus - Building strong customer relationships and delivering customer-centric solutions.

    6.    Strategic Mindset  - Balancing short-term execution with long-term strategic thinking across market segments

   7.     Optimizes Work Processes -  Knowing the most effective and efficient processes to get things done, with a focus on continuous improvement.

    8.     Business Insight  -  Applying knowledge of business and the marketplace to advance the organization's goals

    9.     Collaborates - Building partnerships and working collaboratively with others to meet shared objectives. 

   10.    Decision Quality -  Making good and timely decisions that keep the organization moving forward.

What you will love about us.

• Our Culture!  
• We work remotely.  We always have - we always will!   
• Our Health and Wellness Benefits.  Medical, Dental, Vision, Flexible Spending, HSA and Dependent Care Accounts. 
• We help you with the unexpected. Company-Paid Disability and Life Insurance. Opportunity to elect Critical Illness and Accident Insurance.  Plus confidential access to legal and life counseling and mental health support available 24/7.   
• Your future looks bright at Jackrabbit. 401(k) with a generous company match, access to financial planning. 
• We pay you to play, rest, recharge and balance your life. Paid Time Off, Paid Parental, Paid Caregiver and Sabbatical leaves. 
• You will grow your skills with us. Annual allowance for professional development.
• We give back. Paid Time to volunteer in your community.
  

Jackrabbit is committed to providing a workplace free from discrimination or harassment. We expect every member of the Jackrabbit team to do their part to cultivate and maintain an environment where everyone has the opportunity to feel included and is afforded the respect and dignity they deserve.

Decisions related to hiring, compensating, training, evaluating performance, or terminating are made fairly, and we provide equal employment opportunities to all qualified candidates and employees. We examine our unconscious biases and take responsibility for always striving to create an inclusive environment that makes every employee and candidate feel welcome.