Senior Client Success Manager

WHO WE ARE:
Jumpfactor is an award-winning, 8-time Growth500 Fastest Growing Agency in Canada. We are a dynamic, fast-paced, and highly specialized digital marketing agency focused on helping Managed Service Providers (MSPs) achieve massive growth. With over $1.6 Billion in client revenue generated, we are recognized globally as a top-tier MSP growth expert.

ROLE OVERVIEW:

At Jumpfactor, we’re looking for a Senior Client Success Manager (Account Manager / Enablement Coach) who’s passionate about helping clients grow and empowering them to achieve their best results. In this role, you’ll serve as both a trusted advisor and a strategic partner, guiding clients to success through proactive coaching, strong relationship management, and performance insights. You’ll take ownership of your portfolio, driving client satisfaction, retention, and growth while identifying new opportunities for adoption, upsells, and referrals.

This is a high-impact, fully remote role where your contributions directly shape client success and agency growth. You’ll collaborate with a world-class team, work on innovative campaigns, and have clear pathways to advance your career as Jumpfactor continues to grow.

Jumpfactor’s CORE VALUES:

• Be STRATEGIC

• Be PASSIONATE

• Be TENACIOUS

• Prioritize LEARNING

• Embrace TEAM

• Maintain INTEGRITY

WHY EMPLOYEES LOVE JUMPFACTOR:

• Very competitive compensation package.

• 100% Remote work.

• You will work with a very skilled international team.

• Endless growth opportunities and career advancement.

• Performance-based bonuses that recognize your impact.

• Access to paid training, courses, events, and conferences.

• Enjoy paid social events that foster team camaraderie.

• Engage in weekly learning programs to stay ahead.

• Harness state-of-the-art technologies and tools for excellence.

QUALIFICATIONS:

• 3+ years of account management or customer success in a high-growth, agency, or fast-paced digital marketing environment

• Proven track record of achieving KPIs for client retention, account growth, and ROI

• Strong ability to build and maintain client relationships with multiple stakeholders

• Experience leading client onboarding processes from start to completion

• Skilled at identifying upsell and cross-sell opportunities to expand client accounts

• Skilled at fostering client advocacy to generate reviews and referrals

• Experienced in managing renewals, contracts, and account compliance timelines

• Handles challenging client situations, escalations, and retention issues professionally

• Strong project and task management skills with effective prioritization

• Tech-savvy with proficiency in CRM, reporting dashboards, and campaign tools

• Experience with using automation/AI solutions for efficiency

• Exceptional written and verbal communication with clear client-facing presentation skills

• Highly organized with attention to detail and a process-oriented mindset

• Thrives in dynamic environments and adapts quickly to change

• Interest or experience in SEO, digital marketing, or MSP marketing environments

ROLE AND RESPONSIBILITIES:

Client Success & Relationship Management

• Build trusted client relationships and maintain high NPS scores

• Manage accounts to minimize churn and drive satisfaction 

• Encourage client referrals and reviews while ensuring follow-through

• Identify opportunities for account growth through upsells and cross-sells

• Ensure timely activation of new clients and completion of onboarding milestones

• Support client adoption of Jumpfactor products, courses, and communities

• Handle escalations with professionalism and solution focus

Performance & Campaign Management

• Ensure campaigns deliver strong ROI and meet key metrics (CPL, MCAC)

• Analyze performance data to identify trends, gaps, and improvement areas

• Collaborate with internal teams to resolve issues and optimize outcomes

• Lead client calls and communicate clear, transparent performance updates

• Monitor unsigned MRR contracts and ensure timely renewals

Process & Quality Excellence

• Manage client tickets and communications, ensuring timely responses

• Meet SLA for resolution and communication standards

• Conduct periodic quality checks on client calls and meetings

• Track client progress against KPIs and quarterly goals

• Document insights, recommendations, and action items for leadership visibility

• Contribute to continuous improvement of processes and team efficiency
  

NEXT STEPS:

If you're excited about this opportunity and believe you're a strong fit, we invite you to apply. Successful candidates will undergo a series of short assessments to further evaluate their potential.

Job Type:

Full-time, Permanent, 100% Remote

Must-Have Requirements:

• 3+ years in a client-facing role managing ongoing client relationships

• Strong English communication and negotiation skills; confident in handling complex client situations

• Digital marketing fluency with the ability to confidently discuss strategy, performance, and value with clients (not as in hands-on execution; this is done by the implementation team)

• Experience managing a high-touch portfolio of client accounts with regular communication and relationship ownership

• Proven revenue ownership or revenue under management (MRR/ARR/QRR)

• Strong background in client retention, renewals, and churn reduction

• Experience driving account growth KPIs (upsell, cross-sell, expansion, retention targets)

• Familiarity with client satisfaction metrics (CSAT and/or NPS)

• 2+ years tenure at at least one company

• Experience with task/project management system tools

Nice-to-have Requirements:

• Experience working in a Digital Marketing Agency

• Demonstrated promotion or increased responsibilities/accountability in at least one role

• Experience working with MSP / Managed IT Services clients

• Working knowledge of SEO and core digital marketing concepts

• Experience collaborating with specialists (SEO, PPC, Content, etc.)

• Experience with JIRA and/or ClickUp