Tech Touch Account Manager

TECH TOUCH ACCOUNT MANAGER Location: Remote / Draper, UT Hybrid Team: Velocity Account Management Reports to: Manager, Velocity Account Management Compensation: $84,000-$102,000 OTE | 75/25 base/variable split (Base range: $63,000-$76,500) Role type: Full-time ABOUT THE ROLE 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. WHAT YOU’LL OWN SAVES AND RETENTION - Own save rate and GRR 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 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 COMPENSATION AND BENEFITS - Compensation: $84,000-$102,000 OTE | 75/25 base/variable split (Base range: $63,000-$76,500) - Medical, dental, vision benefits - 401k available ABOUT JUMP Jump’s mission is to empower financial advisors and their clients to thrive in the age of AI. Jump’s primary product is an AI assistant helping financial advisors with their client meeting cycle and other workflows. Jump’s product is expanding to include many other advisor workflows, as well as into other finserv verticals. Jump leads its category in market share and customer satisfaction, serving industry giants like LPL, Osaic, Raymond James, and Cetera. Backed by Battery, Sorenson, and Citi, Jump is led by a world-class team from Google, Snowflake, and JPMorgan.