Customer Success Manager

Juro Online Limited; United Kingdom; Hybrid; GBP 50,000 - 70,000; Full time

Benefits offered by this job

Stability – focus on sustainable growth

Clear opportunities for career advancement

Flexibility to work in a blended model

Tools and autonomy to grow customers

Job summary

Juro Online Limited is seeking a Customer Success Manager to enhance customer retention and growth by co-owning a scaled portfolio. You will build playbooks, automations, and engage key stakeholders to ensure customer success.

The ideal candidate will have over 3 years of experience in customer-facing roles within a SaaS environment and must be comfortable with in-person engagements. This role involves strategic relationship building while maintaining a focus on automation and efficiency.

Benefits include clear career progression opportunities and a flexible working model.

Qualifications

• 3+ years of customer-facing experience at a SaaS scale-up (Series A-D).
• Experience engaging senior stakeholders, including Director level and above.
• Proven track record of consistently identifying and nurturing customer relationships.

Responsibilities

• Keep customers with us and grow their accounts by owning renewals.
• Build automated journeys and self-service resources to reduce hands-on support.
• Identify high-leverage moments where interaction makes a difference.

Skills

Customer-facing experience

Engaging senior stakeholders

Discovery and problem-solving skills

Job description

About the Role

As a Customer Success Manager at Juro, you will build the playbooks, automations, and touchpoints that help customers succeed while identifying moments where your personal involvement drives the most impact. You will co‑own a scaled portfolio and shape how our low‑touch CS model evolves as Juro grows.

Responsibilities

• Keep customers with us and grow their accounts by owning renewals and expansion across a scaled portfolio.
• Build automated journeys and self‑service resources to reduce hands‑on support.
• Identify high‑leverage moments where human interaction makes the difference and strategically show up when it matters most.
• Build trusted relationships with key stakeholders.
• Co‑own a scaled portfolio and shape the low‑touch CS model as Juro grows.

Success Criteria

Success for you means drafting and executing playbooks that drive retention and expansion, creating efficient automated journeys, strategically engaging customers at key moments, and nurturing strong relationships with stakeholders.

Qualifications

• 3+ years of customer‑facing experience at a SaaS scale‑up (Series A‑D).
• Experience engaging senior stakeholders, including Director level and above, and conducting value‑led conversations.
• Proven track record of consistently identifying and nurturing customer relationships across multiple accounts.
• Strong discovery and problem‑solving skills – you dig into what’s not working and proactively move things forward.
• Comfortable with travel to meet customers in person – this role involves face‑to‑face relationship building, not just over Zoom.
• Alignment with our four core principles: curiosity, effectiveness, ownership, and integrity.

Benefits

• Stability – a focus on sustainable growth and strategic planning.
• Progression – clear opportunities for career advancement within the Customer Success team.
• Choice – flexibility to work in a blended low‑touch and high‑impact model.
• Enablement – tools, autonomy, and support to grow customers and drive automation.