Customer Success Manager (Scaled Mid-Market)
Posted Updated
Description
- Juniper Square’s Customer Success organization is responsible for ensuring customer health and satisfaction, driving product usage and adoption, and delivering strong commercial outcomes for both our clients and the business
- As a Scaled Mid-Market Customer Success Manager, you will be responsible for managing a large portfolio of small and mid-sized business clients; customers who are ambitious, fast-moving, and eager to adopt industry best practices
- Our CSMs build strong, trust-based relationships while leveraging digital and programmatic engagement to drive product adoption, long-term satisfaction, and retention. You’ll act as a strategic advisor, ensuring customers realize the full value of Juniper Square as they grow
- Manage a portfolio of 220+ client accounts, leading them through the customer journey following onboarding
- Own the success and health of your assigned clients by developing and deploying strategies aimed to increase customer value and optimize retention
- Build strong, trust-based relationships while leveraging digital and scaled engagement to drive product adoption and customer satisfaction
- Identify and drive opportunities for retention and expansion within your book of accounts
- Proactively monitor customer health and usage trends to identify risks and opportunities for growth
- Support and own renewal conversations and mid-contract escalations, while collaborating cross-functionally to identify and drive expansion opportunities
- Act as the voice of the customer internally, advocating for customer needs and influencing product and process improvements
- Develop advanced knowledge of the customer, product, and industry
- Use AI tools (e.g., Claude) as part of your core CSM workflow so you arrive sharper, faster, and more customer-ready
- Look for ways to apply AI across your book and your own workflow, and share what works so the wider team benefits
- 3 years of professional experience with at least 2 years of experience in a customer success or account management role, preferably in a SaaS environment
- Consistent, thoughtful use of AI across your core CSM deliverables, including the instinct to set it up with good context and a real example of where it improved quality, speed, or customer readiness
- Demonstrated experience learning advanced knowledge on technical subject matters and curiosity to grow in knowledge
- Strong written and verbal communication skills, with the ability to convey complex information in a clear and understandable manner
- Ability to analyze customer data and performance metrics to derive actionable insights
- Passion for contributing to the customer’s success with a product or service
- Motivated by change and comfort with an evolving work environment
- Experience interacting with a high volume of customers, with demonstrated skills in time management and prioritization
- Experience using data and technology to drive customer enablement, with preferred experience in Salesforce, Outreach, and Looker
- Bachelor’s degree or equivalent years of professional experience