Open to opportunities

Jerome Jackson

@jeromejackson

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Certified Customer Success Manager with expertise in client retention strategies.

United States

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What I'm looking for

I am seeking a role that allows me to leverage my customer success expertise in a collaborative environment, focusing on strategic retention and client enablement.

I am a customer-obsessed and results-driven Certified Customer Success Manager with over 5 years of experience in managing B2B and SMB client accounts within fast-paced, remote-first environments. My expertise lies in scaled customer success, retention strategy, and proactive engagement, utilizing tools like HubSpot and Salesforce to drive adoption and satisfaction.

Throughout my career, I have achieved significant milestones, including a 20% increase in retention across 70+ SaaS client accounts and a 67% reduction in onboarding time through the creation of scalable client training portals. I pride myself on my ability to act as a trusted advisor, collaborating with product and support teams to translate customer insights into impactful solutions, ultimately enhancing the customer experience and driving business success.

Experience

Work history, roles, and key accomplishments

Customer Success Manager

Caregard

Nov 2022 - Oct 2024 (1 year 11 months)

Managed over 70 B2B accounts, executing comprehensive lifecycle management strategies including renewals, business reviews, and onboarding. Delivered scaled success through segment-based initiatives, significantly improving SMB engagement and product adoption. Acted as a trusted advisor, collaborating with product and support teams to resolve technical challenges and advocate for customer needs.

Customer Lifecycle Management HubSpot Salesforce CareGardOnline Customer Advocacy Onboarding

Account Manager

Transamerica

Sep 2021 - Oct 2022 (1 year 1 month)

Managed policyholder accounts with a strong focus on retention, claim support, and premium resolution, regularly interfacing with C-level clients. Delivered consultative account support within a HIPAA-regulated insurance environment, navigating sensitive policyholder data and compliance standards. Maintained accurate records and communication logs via CRM systems, increasing service efficiency and

Account Management HIPAA CRM Systems Retention Consultative Sales

Vendor Account Manager

Snyder's-Lance Distribution

Apr 2020 - Sep 2021 (1 year 5 months)

Oversaw multiple retail accounts, ensuring accurate order management and high customer satisfaction within a high-volume logistics environment. Fostered strong relationships with internal partners and external vendors, acting as a key cross-functional collaborator across supply chain operations. Utilized sales forecasting and real-time client feedback to continuously improve responsiveness and ser

Vendor Management Order Management Customer Satisfaction Logistics Sales Forecasting Supply Chain Operations Cross Functional Collaboration

Education

Degrees, certifications, and relevant coursework

Wayne State University

Bachelor's Degree, Graphic Design

Grade: 3.1

Achieved a Bachelor's Degree in Graphic Design from Wayne State University, maintaining a GPA of 3.1. This program provided a strong foundation in design principles and visual communication.

Wayne County Community College

Associate of Arts, Computer Information Systems

Grade: 3.4

Activities and societies: Phi Theta Kappa – International Honor Society

Completed an Associate of Arts degree in Computer Information Systems at Wayne County Community College, earning a GPA of 3.4. Was inducted into the Phi Theta Kappa International Honor Society.