Jerome Jackson Jr.
Customer Success & Account Management | Client Retention | Operational Strategy
Retention Through Structured Execution
Customer Success and Account Management across SaaS and service-based environments focused on lifecycle execution, account health, and operational consistency.
About Me
I manage enterprise and mid-market client relationships with a focus on retention, operational clarity, and long-term account value. My experience spans onboarding, lifecycle management, escalation resolution, and cross-functional coordination across SaaS and service-based environments.I specialize in bringing structure to complex client environments — identifying risk early, stabilizing accounts under pressure, and ensuring consistent execution across internal teams and external stakeholders. My work sits at the intersection of client success and operational performance, where clarity and execution directly influence retention and satisfaction.Alongside core customer success responsibilities, I have contributed to marketing-adjacent execution within operational settings, including designing branded assets used in official production, supporting campaign-related initiatives, and coordinating vendor and procurement workflows for print and production materials. This experience strengthened my ability to operate across both client delivery and growth-support functions where execution quality and consistency directly impact outcomes.My approach is grounded in three principles: anticipate risk, simplify complexity, and execute with consistency. Whether managing escalations, supporting onboarding, or improving internal workflows, I focus on creating stability for clients and efficiency for teams.
CORE STRENGTHS:
Client retention and account ownership: Driving long-term stability, trust, and measurable account health
Lifecycle Management: Onboarding through renewal with structured execution and consistent follow-through
Escalation Resolution and Risk Mitigation: Identifying issues early and stabilizing accounts under pressure
Operational Workflow Optimization: Improving systems, processes, and efficiency across client operations
Cross-Functional Execution: Alignment across Product, Support, Operations, Sales, and Marketing functions
Executive Stakeholder Management: Communication and relationship handling with senior decision-makers
SaaS Platform Fluency: Rapid system adoption and proficiency across CRM and SaaS environments
Marketing-Adjacent Execution: Brand asset design, campaign support, and vendor coordination for production workflows
Experience Snapshot
Customer Success / Account Management
Managed 70+ SMB and mid-market SaaS accounts within a $20M+ portfolio.
Served as primary point of contact for executive stakeholders (CEOs, VPs, business owners).
Led onboarding, account stabilization, and escalation resolution across the full lifecycle.
Improved operational workflows through reporting structure and process optimization.
Client Experience & Strategic Relationship Mgmt
Built long-term executive relationships through proactive engagement and clear communication.
Managed escalations and operational challenges to strengthen retention and client satisfaction.
Coordinated across Operations, Claims, Finance, and Support to improve customer experience.
Analyzed account trends and operational insights to identify risks and improve workflows.
Metrics & Highlights
Content:
Client Retention: Client Retention: Maintained 86%+ retention across 70+ enterprise and mid-market client accounts.
Customer Satisfaction: Achieved 95%+ CSAT through proactive relationship management and cross-functional issue resolution.
Operational Efficiency: Reduced support inefficiencies by 15% through workflow optimization and process improvements.
Onboarding & Adoption: Improved onboarding efficiency and reduced activation time by 67% through scalable operational enhancements.
Portfolio Management: Managed an estimated $20M+ account portfolio within a SaaS and warranty services environment.
Executive Engagement: Supported executive stakeholders including CEOs, VPs, and business owners through strategic account management and operational support.
Cross-Functional Collaboration: Partnered across Operations, Claims, Finance, and Support teams to strengthen account stability and customer experience.
Tools & Platforms
Sales Force
Zoom / MS Teams
Microsoft Office
GSuite
SaaS Platform Environments
Professional Philosophy
Customer success is built on clarity, consistency, and alignment.Every account is an operating system of communication, execution, and trust. My approach is to identify friction early, translate complexity into action, and ensure both the customer and internal teams move with clarity toward measurable outcomes.Retention is earned through alignment. Expansion is earned through insight. Long-term success is built through disciplined execution and trusted relationships.
Certified Customer Success Manager
Bachelor of Fine Arts (Transcript)
Salesforce Proficient