Customer Success Manager

Juriba; United Kingdom; Remote; GBP 55,000 - 75,000; Full time

Benefits offered by this job

Company Pension Scheme

Health Cash Plan

Private Medical Insurance

Electric Vehicle Scheme

Cycle to Work Scheme

Laptop

HolidayFlex

Life Assurance

Employee Assistance Programme

Training & Certifications

Job summary

Juriba Limited is seeking a Customer Success Manager to manage a portfolio of enterprise accounts across the financial services, pharma and insurance sectors. You will drive adoption, renewals and growth, coordinating with Professional Services, Support and Product to deliver measurable value.

You will own relationships from onboarding through renewal, run quarterly business reviews, and help customers achieve on-time device upgrades, faster application readiness and reduced manual effort, all

Qualifications

• 3+ years in customer success or account management at a B2B SaaS company.
• Experience managing large enterprise accounts with multiple stakeholders.
• Experience owning renewals and spotting expansion opportunities.
• Credible conversations with end-user computing and digital workplace teams.

Responsibilities

• Be the main contact for a portfolio of enterprise accounts, building relationships with programme leads to IT directors and sponsors.
• Run regular check-ins and quarterly business reviews (QBRs) linking platform use to customer goals.
• Take over accounts from Sales and Professional Services with clear success criteria for each.
• Help customers adopt our Digital Platform Conductor, App Readiness and App Owner products for ongoing use.
• Agree measurable success plans with customers and demonstrate value.
• Own renewals for your portfolio, forecast accurately and collaborate with Account Executives to identify expansion opportunities.
• Monitor account health, manage risks with Delivery Managers, and support at-risk accounts.
• Turn satisfied customers into references and advocates, and share insights with Product and Engineering.

Skills

Enterprise account management

QBRs

Renewals ownership

Stakeholder management

Digital workplace knowledge

Clear communication

Cross-functional collaboration

Tools

HubSpot

Gainsight

Teamwork

Job description

At Juriba, we’re on a mission to transform the way enterprises manage their digital workplaces. Our platform simplifies and streamlines the entire lifecycle of applications, devices, operating systems and platforms, enabling large organisations to modernise with confidence, speed and control.

By integrating seamlessly with existing systems, our solutions help IT teams automate time-consuming tasks, reduce operational costs and free up time to focus on innovation. Since 2008, we’ve been helping enterprises worldwide navigate digital transformation with agility, security and scale.

Our customers include some of the world’s most recognisable brands, and our expert team is committed to helping them stay ahead in an ever-evolving digital world.

About the Role

Our customers include global banks that need every device upgraded on time and without disruption, and pharmaceutical companies that need their applications ready in days, not weeks. As Juriba’s next Customer Success Manager, you’ll help them get there.

You’ll be the trusted advisor for a portfolio of large, complex enterprise accounts: global banks, pharma companies, insurers and the system integrators who serve them. Your aim is to make sure each customer gets clear, measurable results from Juriba: devices upgraded on time, applications ready faster and far fewer manual hours.

You’ll own each relationship from handover through adoption, value, renewal and growth. You’ll get to know each customer’s goals, programme timelines and stakeholders well enough to spot risks early. When you do, you’ll bring in the right Juriba experts (Professional Services, Support or Product) before small issues grow.

Our Customer Success team is growing, so you’ll help shape how we work, including how we measure account health, report value and make customers successful.

What You’ll Do

• Be the main contact for a portfolio of enterprise accounts, building relationships with everyone from programme leads to IT directors and executive sponsors
• Run regular check-ins and quarterly business reviews (QBRs) that connect platform use to each customer’s goals
• Take over accounts from Sales and Professional Services, with clear success criteria for each one
• Help customers adopt our Digital Platform Conductor (DPC), App Readiness and App Owner products, moving from one-off projects to ongoing, business-as-usual use
• Agree measurable success plans with customers and show them the value they’re getting
• Own renewals for your portfolio, forecasting accurately and starting early, and work with Account Executives to identify opportunities to expand into new modules, users, regions and services
• Monitor account health, work with Delivery Managers on risks and escalations, and help at-risk accounts recover
• Turn satisfied customers into references, case studies and community advocates
• Represent the customer’s voice, sharing insights with Product and Engineering and updating customers on the outcome
• Keep records accurate in HubSpot and Teamwork (our project management tool), and help build our Customer Success playbooks, templates and processes

What You’ll Bring

We’d love to hear from you if you have:

• 3+ years in customer success, account management or a similar customer-facing role at a B2B SaaS company
• Experience managing large enterprise accounts with many stakeholders, ideally in regulated sectors such as financial services or pharma
• Experience owning renewals and spotting expansion opportunities
• Enough technical knowledge to hold credible conversations with end-user computing and digital workplace teams
• Confidence running QBRs and presenting to senior IT leaders
• Strong organisational skills and the ability to manage and prioritise work across several accounts
• Clear written and verbal communication skills

It would also be helpful if you have:

• A background in end-user computing, IT migrations or digital workplace programmes, such as Windows upgrades, application packaging or device refresh
• Familiarity with Microsoft Intune, MECM/SCCM, ServiceNow, Nexthink or similar tools
• Experience working with or through system integrators and channel partners
• Hands-on use of CRM and customer success tools such as HubSpot or Gainsight
• Experience helping build a Customer Success function in a scale-up
• Additional languages

Location & Hours

• UK-based, remote
• Occasional travel to customer sites
• Full-time, 35 hours per week

What We Offer

• Competitive salary – benchmarked and reviewed annually
• Bonus linked to customer retention and growth
• 25 days annual leave
• Option to buy extra annual leave (HolidayFlex)
• Company Pension Scheme
• Group Life Assurance (Death in Service)
• Employee Assistance Programme
• Health Cash Plan
• Private Medical Insurance, including a remote GP app and discounted gym membership
• Electric Vehicle Scheme
• Cycle to Work Scheme
• Company laptop
• Employee referral bonus
• Product and industry training, plus support for relevant certifications