Welcome to
Jackrabbit Technologies.Jackrabbit Technologies is the leading provider of software and services that help youth activity centers -- gymnastics, dance, cheer, swim, music, childcare, and others -- grow and operate efficiently. We are an entrepreneurial-minded, rapidly growing SaaS company that has been recognized as one of the Best Places to Work in North Carolina and one of North Carolina’s Top Industry-Driven Technology Companies. Jackrabbit Technologies’ SaaS solution powers over 7000 clients in 35 countries around the world.Our culture empowers YOU. We hire people passionate about what they do, provide them with the tools to succeed, and then get out of their way! Living our vision, mission, and values, our people are what make Jackrabbit Technologies an awesome place to work.
And that “awesome place” is virtual--all of our employees enjoy the privilege of working remotely. We always have and always will. So, you must have reliable high-speed internet access. We are interested in speaking to qualified candidates who are US Citizens or Green Card holders with no special circumstances living in the US. We are not able to sponsor visas.What you'll do. Direct Account Management (60% of role)Own a portfolio of active SMB clients with a focus on retention, satisfaction, and revenue protection
- Build strong, trust-based relationships that support long-term loyalty and account growth
- 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 on all client interactions
Process Development & Optimization (25% of role)Design and implement scalable account management processes
- Develop standardized workflows for client onboarding, health monitoring, and retention activities
- Create and refine talk tracks, templates, and playbooks for common account management scenarios
- Build measurement frameworks to track process effectiveness and identify improvement opportunities
- Design automated workflows and sequences to improve efficiency and consistency
- Establish best practices for client segmentation, prioritization, and outreach cadences
- Document standard operating procedures for account management activities and escalation processes
- Collaborate with operations and technology teams to optimize tools and systems supporting account management
- Conduct regular process audits and implement continuous improvement initiatives
Team Leadership & Coaching (15% of role)Lead and develop account management team capabilities
- Coach and mentor account managers on best practices, client interaction techniques, and process adherence
- Conduct regular one-on-one sessions focused on skill development, goal achievement, and career growth
- Lead team training sessions on new processes, tools, and methodologies
- Provide performance feedback and develop improvement plans for team members
- Share industry insights and advanced techniques to elevate team capabilities
- Foster collaborative environment and cross-team knowledge sharing
- Support hiring and onboarding of new account management team members
- Represent account management perspective in leadership meetings and strategic planning sessions
What you're about.
- 4-6 years in SaaS account management or customer success with proven track record of retention and growth
- 2+ years of leadership or mentoring experience including process development and team coaching
- Demonstrated success in building and implementing scalable business processes
- Strong analytical skills with experience in data analysis and performance measurement
- Experience with CRM systems (HubSpot preferred) and customer success platforms
- Proven ability to coach and develop junior team members
- Track record of process improvement and operational optimization
Leadership Qualifications
- Team leadership experience with direct reports or matrix management responsibilities
- Process development background with experience creating scalable workflows and procedures
- Training and coaching skills with ability to develop others' capabilities
- Strategic thinking ability to see beyond day-to-day operations and drive long-term improvements
- Change management experience in implementing new processes and driving adoption
Technical & Analytical Skills
- Advanced Excel/Google Sheets proficiency for data analysis and reporting
- CRM and automation platforms expertise (HubSpot, Salesforce, etc.)
- Business intelligence tools experience (Power BI, Tableau, or similar)
- Project management skills with ability to lead cross-functional initiatives
- Documentation and training material creation capabilities
Core Competencies:
- Customer Focus - Building strong customer relationships and delivering customer-centric solutions
- Drives Results - Consistently achieving results, even under demanding circumstances
- Collaboration - Working effectively across teams to deliver comprehensive solutions
- Decision Quality- Making good and timely decisions that keep the organization moving forward
- Optimizes Work Processes-Knowing the most effective and efficient processes to get things done, with a focus on continuous improvement.
What you will love about us.
- Our Culture! Read what our employees say about working at Jackrabbit on Glassdoor.
- 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.
