Sr. Customer Success Manager (Client Growth & Retention)

About Jumper Media

Jumper Media helps local businesses rank in the top results on Google Maps and consistently generate more customers.

We're a fast-growing, performance-driven company. Our clients expect results, and we take that seriously.

We're building a high-performance Customer Success team focused on retention, client satisfaction, and revenue growth.

The Role

This is not a basic support role.

As a Sr. Customer Success Manager, you will own a portfolio of clients and be responsible for:

• Keeping them engaged
• Helping them see results
• Retaining them long-term
• Identifying opportunities to expand accounts

You will be measured by client retention, satisfaction, and revenue growth.

What You’ll Own

• Manage 80–120 active client accounts
• Lead onboarding and strategic check-in calls
• Ensure clients clearly understand their results and value
• Proactively identify risks (churn signals) and solve them early
• Drive upsells and expansion opportunities naturally through value
• Maintain fast, high-quality communication across email, chat, and calls
• Act as the bridge between clients and internal teams
• Track all activity and outcomes in CRM

What Success Looks Like (First 60–90 Days)

• Clients are engaged, responsive, and seeing clear value
• Low churn across your portfolio
• Consistent upsell or expansion activity
• Strong client relationships with high trust
• Fast response times and clear communication

This Role Is NOT For You If

• You wait for clients to reach out instead of being proactive
• You struggle to handle multiple clients and prioritize effectively
• You are uncomfortable having direct conversations about results or performance
• You rely on scripts instead of thinking critically
• You avoid upselling or revenue conversations

What We’re Looking For

• 2+ years in Customer Success, Account Management, or similar client-facing role
• Strong, confident English communication (spoken + written)
• Experience working with US-based clients
• Ability to manage high client volume without dropping quality
• Highly organized and responsive
• Strong problem-solving mindset
• Comfortable handling objections and difficult conversations
• Ability to build trust quickly with business owners

Strong Bonus (Not Required)

• Experience in SaaS or subscription-based businesses
• Familiarity with Google Business Profiles or local SEO
• Experience managing churn or retention metrics

Compensation & Growth

• $1,500 – $4000/month (based on experience)
• Performance bonuses tied to retention and upsells
• Clear path to increased responsibility and compensation
• US hours Mon-Friday (PST or EST)

We reward people who:

• Take ownership
• Improve client outcomes
• Drive revenue

Application Requirements (MANDATORY)

To be considered, you must submit:

1. Short Video (60–90 seconds)

Answer:

• Why are you a strong fit for a high-volume, client-facing role?
• How do you build trust quickly with clients?

2. Written Responses

Q1: What is the highest number of clients you’ve managed at once?
What did your daily workload look like?

Q2: A client says:
“I’m not sure this is working. I’m thinking about canceling.”

How would you respond?

Q3: Tell us about a time you saved a client who was about to churn.

Q4: Tell us about a time you successfully upsold or expanded an account.

Applications without these will not be reviewed

Final Note

We are selective with this role.

This position is best suited for someone who:

• Takes ownership of outcomes
• Communicates clearly and confidently
• Can handle pressure and high client volume
• Cares about results, not just completing tasks

If that sounds like you, apply.

Pay: $40,000.00 - $50,000.00 per year

Application Question(s):

• Do you have at least 2 years of experience in Customer Success, Account Management, or Client Support? Please describe your role and responsibilities briefly.
• Are you comfortable handling client communication across Zoom, email, chat, and phone with US based clients? (Yes or No)
• Link to the short video (60–90 seconds) (Loom, Drive, etc) introducing yourself and How many clients did you manage at once, and what did your daily workload look?
• Are you comfortable using time tracking software?
• Please share your LinkedIn profile URL

Work Location: Remote