Account Manager Retention & Customer Success (US Remote)

Account Manager As an Account Manager at Jackrabbit, you'll protect and grow recurring revenue by keeping clients engaged, successful, and supported. Your primary goal is to prevent churn and proactively manage risk through early outreach, consultative conversations, and solution-oriented follow-through. You'll own a portfolio of clients and be responsible for understanding their goals, spotting friction early, and reinforcing the value Jackrabbit brings to their business. Whether it's a save conversation, a feature reminder, or a win-back call, you'll be a trusted partner focused on client outcomes and long-term retention. This role is perfect for someone who is: • Motivated by customer success and revenue protection • Proactive with outreach, insights, and intervention • Confident in handling tough conversations and delivering solutions What you'll do: • Own a portfolio of active SaaS clients with a focus on retention, satisfaction, and revenue protection • Build strong, trust-based relationships that support long-term loyalty • Understand and align with each customer's business goals to reinforce ROI and product fit • Monitor client behavior in HubSpot and Power BI to proactively spot risk or disengagement • Reach out regularly via calls, emails, and texts to check in, re-engage, or reinforce value • Lead confident, consultative save conversations with at-risk clients using structured talk tracks • Launch and support win-back campaigns by re-engaging recently churned clients with relevant improvements or offers • Triage and escalate issues to internal teams, ensuring clear communication and timely resolution • Surface expansion or referral opportunities as part of the retention process • Maintain excellent documentation and consistent follow-through • Deliver field insights that inform product, support, and go-to-market strategy • Work cross-functionally with support, sales, onboarding, and other internal teams Competencies: • Customer Focus Builds strong customer relationships and delivers customer-centric solutions • Action Oriented Takes on new opportunities and tough challenges with a sense of urgency, high energy, and enthusiasm • Drives Results Consistently achieves results, even under tough circumstances • Persuades Uses compelling arguments to gain the support and commitment of others • Decision Quality Makes sound and timely decisions that keep the organization moving forward • Self-Awareness Uses a combination of feedback and reflection to gain productive insight into personal strengths and weaknesses • Tech Savvy Anticipates and adopts innovations in business-building digital and technology applications • Nimble Learning Learns through experimentation when tackling new problems, using both successes and failures as learning opportunities What you're about: • 24 years in SaaS account management, sales, or customer success • A sales mindset with a strong focus on retention and revenue protection • Confidence in proactive outreach via calls, emails, and texts • Ability to connect client goals to product value and outcomes • Skill in leading save and win-back conversations with clarity and empathy • Excellent follow-through and ownership mindset • Familiarity with HubSpot, Power BI, or similar CRM/reporting tools • Calm under pressure and energized by solving problems proactively What you will love about us: • Our culture! Read what our employees say about working at Jackrabbit. • 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. Apply tot his job