What are the responsibilities and job description for the Customer Success Manager position at JumpCrew?
Job Title: Customer Success Manager
Overview:
JumpCrew is looking to hire a high-impact Customer Success Manager to lead and elevate the post-sale experience for our sales and marketing clients. This role is responsible for managing a structured onboarding playbook, aligning internal and external stakeholders, and ensuring a seamless transition that delivers measurable value. You will be directly accountable for delivering a benchmark Client Effort Score (CES) and ensuring every client is positioned for long-term success.
This is a client-facing, project-oriented role ideal for a professional who combines exceptional relationship-building skills with strong project management expertise and a passion for operational excellence.
What You’ll Do:
Client Onboarding & Playbook Execution
- Own the end-to-end onboarding journey through the first 60 days, leading clients through our proven onboarding playbook to drive immediate impact.
- Align cross-functional internal teams (sales, delivery, marketing, analytics, product) with client stakeholders to meet onboarding timelines and expectations.
- Establish onboarding milestones and KPIs, ensure task accountability, and proactively remove roadblocks.
Client Effort Score (CES) Accountability
- Deliver a frictionless onboarding experience that consistently meets or exceeds CES benchmarks.
- Track onboarding satisfaction metrics and leverage feedback to implement process improvements and enhance time-to-value.
- Provide clear documentation, reporting, and status updates for internal and client teams throughout onboarding.
Client Success Strategy & Relationship Management
- Build strong relationships with client stakeholders and executive sponsors, positioning yourself as a strategic advisor and trusted resource.
- Conduct regular touchpoints and strategic reviews to ensure alignment, adoption, and progression toward client goals.
- Champion client needs internally and translate business objectives into executional plans.
Growth & Retention Enablement
- Identify opportunities for additional services, product features, or strategic support that align with client objectives.
- Support Account Management and Sales in revenue expansion and renewal efforts by surfacing insights and advocating for continued value delivery.
What You Bring
- 3–5 years of experience in Customer Success, Account Management, or Project Management roles—ideally within B2B marketing, sales enablement, SaaS, or services environments.
- Proven project management experience leading cross-functional initiatives with multiple stakeholders, structured workflows, and timeline accountability.
- Project management certification is strongly preferred: PMP, CAPM, CSM, or PRINCE2.
- Hands-on experience with CRM systems (e.g., Salesforce, HubSpot), digital marketing platforms, and client analytics tools.
- Exceptional communication and presentation skills, with the ability to manage details while maintaining strategic perspective.
- Ability to prioritize, multitask, and thrive in a fast-paced, client-centric environment.
- Analytical mindset—comfortable using data to measure onboarding success, generate insights, and inform decisions.
- Passion for client success, continuous improvement, and cross-functional collaboration.
Additional Information
Location: Onsite, JumpCrew HQ- Nashville, TN
- Flexible work environment
- Competitive salary
- Unlimited PTO plan
- 9 company holidays
- Medical, dental/vision benefits, 401k
- Learning and career growth opportunities
Bring your (well-behaved) pet to the office
Why Join Us?
JumpCrew, headquartered in Nashville, TN, is a three-time winner of Nashville’s Best and Brightest Companies to Work For (2021, 2022, 2023). We've been recognized as the #1 Best Small Company to Work For in Nashville (2017), one of Nashville’s Best Places to Work (2018 & 2019), and listed among Crunchbase’s 50 Hot Startups. For more information, visit JumpCrew.com.
At JumpCrew, we’re leading the way in Growth-as-a-Service (GaaS) by helping B2B companies accelerate revenue with world-class sales and marketing solutions. As a CSM, you’ll play a critical role in shaping client success and building trusted, long-term relationships. Join a collaborative, high-performance team where your work directly fuels our clients' growth—and our own.
