Tech Touch Account Manager

The Tech Touch Account Manager is the first dedicated owner of Jump’s Tech Touch (scaled, low-touch) segment: thousands of small RIA accounts served mostly through automation. You own the human side of that motion. You save at-risk accounts, answer replies to automated outreach, and turn engaged customers into expansion. Automation handles the outreach. You step in where a person changes the outcome.

This is a quota-carrying role for someone who likes numbers. The segment sees roughly 500 renewals and about 95 at-risk accounts each month, so you’ll work a high-volume queue where speed, judgment, and clean data matter. Keeping this segment scaled is the point of the role. It is not a high-touch model for the whole book.

Saves and Retention

• Own save rate and GRR (Gross Retention Rate) for the Tech Touch segment
• Handle cancellation, non-renewal, and downsize requests quickly, with a clear read on the customer’s reason and the right offer (seat reduction, pause, adoption help, or a plan change)
• Log every case in Salesforce and track churn reasons so product, CX, and leadership see what is driving losses

Automation and Reply Handling

• Field replies to automated outreach: renewal touches, onboarding and adoption nurtures, and expansion campaigns
• Monitor automated sequences and flag what to fix when reply, save, or expansion rates drop
• Help improve messaging and triggers using what you hear from customers

Expansion

• Work a target list of expansion accounts, such as accounts near plan thresholds and multi-advisor firms on a single seat
• Own NRR (Net Revenue Retention) and expansion for the segment, and maintain clean pipeline and accurate forecasting in Salesforce

Commercial Requests

• Handle commercial questions from Intercom: billing, pricing, seat changes, and contract terms
• Partner with CX, Billing, and RevOps so customers get one clear answer

About You

• You are commercially wired: you can turn a cancellation request into a conversation
• You are fast and organized, and you work a queue without letting accounts or replies sit
• You prioritize with data and signals, not gut feel
• You write short, clear, specific messages
• You use AI and automation tools daily and look for ways to cover more accounts without more headcount
• You are comfortable with ambiguity. You’ll be building this role as you do it

What You’ve Done

• 1-3 years in account management, customer success, support, or sales at a B2B SaaS company
• Worked a high-volume, low-touch book, ideally with save, retention, or expansion targets
• Handled cancellation or churn-prevention conversations with measurable results
• Used Salesforce or a comparable CRM to manage pipeline and forecast accurately
• Used automation, sequencing, or AI tools (such as Intercom or Nooks) to improve efficiency
• Bonus: Experience in fintech, wealthtech, or financial services; familiarity with RIAs