Job Description
Title – Customer Success Manager Reports To – Christine LaFrance O’Byrne (Head of Customer Success)
Location – Draper, UT (hybrid) or Remote
About The Role At Jump, Customer Success is about driving measurable value for our customers—leading to adoption, retention, and expansion. As a 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 - 5+ years of experience in customer success, account management, relationship management, or consultative sales, ideally in WealthTech 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 - Competitive cash and equity compensation commensurate with the candidate’s experience level
- Medical, dental, vision benefits
- 401k available
- Have real impact at a fast growing early stage company while working with a top tier team
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