Project Manager, Client Implementation & Onboarding

Description

Jump is transforming the live sports experience with the only end-to-end fan engagement platform built specifically for sports teams and venues. By focusing on aligned incentives between teams and fans, our platform unifies ticketing, merchandise, and game day operations - creating a smoother, more fan-friendly experience.

Founded in 2021 by e-commerce innovator Marc Lore, MLB legend Alex Rodriguez, and entrepreneur Jordy Leiser, we’ve raised $60 million from top investors including Alexis Ohanian’s Seven Seven Six and Forerunner Ventures. Our platform powers teams across the NBA, WNBA, and NWSL helping them boost ticket sales and deliver innovative fan experiences.

We’re a remote-first team driven by core values - begin and build with trust, play like the underdog, win as a team, and do your thing. If you’re collaborative, adaptable, and eager to shape the future of live sports, Jump is the place for you.

The Role:

We're looking for an experienced Project Manager to lead client implementations and serve as the primary point of contact for a portfolio of clients through go-live. This person will own end-to-end onboarding for new clients, drive cross-functional execution, and act as a product and configuration expert who can speak credibly to both prospects and clients in flight.

This role is a great fit for someone who has run client implementations before, knows how to balance multiple accounts, and is excited to go deep on a complex enterprise product. You'll be part project manager, part implementation lead, and part solutions partner, working closely with sales, product, engineering, and account management to make sure clients launch successfully and are set up for a smooth handoff post go-live.

Key Responsibilities:

Implementation & project management

• Lead client implementation projects end-to-end, owning timelines, scope, risks, and stakeholder communication from kickoff through go-live

• Build and maintain detailed project plans, status trackers, and documentation across all active accounts

• Run client meetings and internal syncs, capture decisions and action items, and drive follow-through

• Coordinate cross-functional execution across engineering, product, and customer success, unblocking issues and escalating where needed

• Surface risks, blockers, and timeline shifts early and clearly to clients and internal leadership

• Compile status reports for clients and internal stakeholders on a regular cadence

• Keep project management tools (Linear, Notion, etc.) accurate and current as the source of truth for your accounts

Client ownership through go-live

• Serve as the primary point of contact for a subset of clients during implementation, owning the relationship from kickoff through launch

• Build trust with client stakeholders by understanding their business, anticipating needs, and proactively driving outcomes

• Manage client requests and questions directly during implementation, partnering with internal teams when deeper technical or product input is needed

• Translate client feedback and feature requests into well-documented requirements for product and engineering

• Lead a clean handoff to the account management team post go-live, ensuring all relevant context, configurations, open items, and client nuances are documented and transferred

Configuration & product expertise

• Become a deep expert in Jump's platform configuration and admin tooling, capable of independently scoping and validating client setups

• Configure client environments and review configurations done by others to ensure quality and consistency

• Serve as an internal resource on what the product can and can't do, and how to get the most out of it for different client use cases

Process & team

• Identify and lead improvements to implementation playbooks, templates, and tooling

• Use AI tools to streamline routine work like meeting summaries, status updates, and documentation

What You'll Bring

• 4+ years of experience in implementation, project management, or client services, ideally including ownership of enterprise client relationships

• Track record of running multiple complex implementations in parallel and delivering on time

• Experience as a primary client POC during implementation, with strong instincts for when to push, when to absorb, and when to escalate

• Strong written and verbal communication skills, with the ability to translate between technical and non-technical audiences

• Comfort going deep on product configuration and admin tooling, and explaining technical concepts clearly to clients

• Detail-oriented with excellent organizational habits and a high bar for documentation accuracy

• Comfort with technology and a strong interest in using AI tools to work more efficiently

• Collaborative mindset and a strong sense of ownership

Nice-to-Have Skills

• SaaS implementations or software integrations experience, especially with enterprise clients

• Experience supporting sales cycles, demos, or solutioning conversations

• Background in customer success or account management in addition to implementation

• Experience with project management tools like Linear or Notion

• Detail-oriented with strong documentation habits

Attributes that will make you successful on our team

• A bias toward ownership. You don't wait to be told what to do. You see what needs to happen and drive it forward.

• Tenacity. You enjoy working on complex client challenges and aren't afraid of difficult conversations or tight deadlines when it means delivering exceptional client outcomes.

• Passion. You love using your skills to ensure clients successfully adopt products that solve real problems. You hold yourself to a high standard and help elevate the entire client experience.

• Empathy. You thrive in an environment where everyone can truly be themselves. You understand that our differing life experiences influence who we are and how we show up, and you bring this understanding to every client interaction.

• Customer-centric mindset. You deeply understand that our clients' success is our success, and you're committed to delivering value at every touchpoint.

• Innovation. Passion for exploring and implementing AI technologies to enhance client communications, automate routine tasks, and create more personalized onboarding experiences.

Benefits

• Remote first

• Competitive salary and equity

• Flex PTO policy

• 401(k)

• Generous medical, dental and vision plans

• 16 weeks paid parental leave for primary and secondary caregivers

• $1,000 reimbursement for work-from-home tech setup

• $1,000 reimbursement for learning and development

• Company-paid sustainability subscription to ensure carbon neutrality is maintained for employee activities, such as travel

Compensation

Compensation is something we don’t want our candidates or employees to worry about. Our goal is to offer competitive salaries that are regularly benchmarked against the market. The core tenants of our compensation philosophy are fairness and transparency.

We have established a standardized leveling framework based on job scope and responsibilities This means that every person at a certain level is paid the same as everyone else, regardless of their background, previous compensation, location, or any other factor.

The compensation for this role is $100,000 and includes a generous equity package.

Application

Some candidates may see the requirements and feel unsure that they match all the criteria. We encourage you to apply! There's a good chance you have important skills that we have not stated. We especially encourage members of traditionally underrepresented communities to apply, including women, nonbinary folx, people of color, members of the LGBTQ community, veterans, and people with disabilities. We’re committed to building an inclusive workplace where everyone can bring their authentic self and thrive, and we value the diversity brought by different life experiences.