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 $1.9 Billion in client revenue generated, we are recognized globally as a top-tier MSP growth digital agency.
ROLE OVERVIEW:
At Jumpfactor, we’re looking for a Senior Digital Marketing Account Manager 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
Always ELEVATE
Be ACCOUNTABLE
Be TRANSPARENT
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 hands-on Account Management or Client Success experience in a digital marketing agency
Experience managing North American B2B client accounts ideally in a multi-client, retainer-based agency model
Proven ownership of client retention, renewals, upsells, expansion, and churn reduction
Experience managing multiple high-touch accounts with strong revenue accountability
Strong English communication skills with confidence leading client calls and difficult conversations
Able to speak to KPIs such as retention, growth, CSAT, NPS, and revenue impact
Comfortable using CRM systems, reporting dashboards, and project management tools
Strong digital marketing fluency, with the ability to discuss strategy and performance with clients
Experience collaborating and managing client projects with SEO, PPC, Content, and Development teams (ClickUp, Jira)
Organized, process-driven, and comfortable working in a fast-paced agency environment
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
