Customer Success Manager, Scaled Mid-Market

Juniper Square; Denver (CO); Teletrabalho; USD 86 000 - 95 000; Tempo integral

Vantagens oferecidas por esta oferta de emprego

Health, dental, vision

Life insurance

Mental wellness coverage

Fertility and growing family support

Flexible time off

Paid family leave & leave policies

Retirement saving plans

Home office stipend

Professional development stipend

Resumo da oferta

Juniper Square is hiring a Scaled Mid-Market Customer Success Manager to manage a large portfolio of small and mid-sized clients, ensuring health, value, and retention. You will act as a strategic advisor, leveraging digital engagement and AI tools to drive product adoption and satisfaction.

You will own renewal conversations, identify expansion opportunities, and collaborate cross-functionally to deliver outstanding commercial outcomes for our clients and the business.

Qualificações

• 3 years of professional experience in a customer success or account management role, preferably SaaS.
• Strong written and verbal communication skills; ability to convey complex information clearly.
• Experience handling high-volume customers with strong time management and prioritization.
• Ability to analyze customer data and derive actionable insights.

Responsabilidades

• Manage a portfolio of 220+ client accounts and guide them through onboarding and the customer journey.
• Develop and deploy strategies to increase customer value and improve retention.
• Build trust-based relationships and drive product adoption and satisfaction.
• Identify opportunities for retention and expansion within your book of accounts.
• Monitor customer health and usage trends to identify risks and growth opportunities.
• Lead renewal conversations and cross-functional escalations to enable expansion.
• Advocate for customer needs to influence product and process improvements.
• Apply AI across CSM workflows to improve speed and readiness.

Conhecimentos

Customer success

Account management

SaaS experience

Communication

AI tools usage

Formação académica

Bachelor's degree or equivalent

Ferramentas

Salesforce

Outreach

Looker

Descrição da oferta de emprego

About Juniper Square

Private markets are one of the largest, most complex, and most underserved corners of global finance. Our mission at Juniper Square is to unlock their full potential. We’re the Operations Partner trusted by 2,300+ GPs, unifying technology, data, and fund administration services into a single platform that helps GPs move faster, make better decisions, and scale with precision. With $300B+ under administration and 700,000+ LPs on platform, we’ve built the scale to match our ambition. And with JunieAI, our purpose-built AI platform, we’re reimagining how private markets operate, embedding intelligence across every workflow. Founder-led since 2014, backed by $350M+ in funding, and now 1,000+ employees strong, we’re building a company designed to shape the future of private markets for decades to come.

Our culture is built for people who want to do ambitious, meaningful work alongside exceptionally talented teammates. We think like owners, move with urgency, and take pride in solving hard problems that truly matter to our customers and the future of private markets. We believe the best ideas come from open debate, deep collaboration, and diverse perspectives, which is why we believe transparency is the default and feedback makes us stronger. If you’re energized by high standards, rapid growth, and the opportunity to help define a category at a pivotal moment, come join us!

Juniper Square offers employees a variety of ways to work, ranging from a fully remote experience to working full-time in one of our physical offices. We invest heavily in digital-first operations, allowing our teams to collaborate effectively across 27 U.S. states, 2 Canadian Provinces, India, Luxembourg, and England. We also have physical offices in San Francisco, New York City, Mumbai and Bangalore for employees who prefer to work in an office some or all of the time.

About Your Role

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.

What You’ll Do

• 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.

Qualifications

• 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


• Strong written and verbal communication skills, with the ability to convey complex information in a clear and understandable manner


• Experience interacting with a high volume of customers, with demonstrated skills in time management and prioritization


• Ability to analyze customer data and performance metrics to derive actionable insights


• Experience using data and technology to drive customer enablement, with preferred experience in Salesforce, Outreach, and Looker


• Demonstrated experience learning advanced knowledge on technical subject matters and curiosity to grow in knowledge


• 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.


• Passion for contributing to the customer's success with a product or service


• Motivated by change and comfort with an evolving work environment


• Bachelor's degree or equivalent years of professional experience

Compensation

Compensation for this position includes a base salary, bonus, equity, and a variety of benefits. The U.S. base salary range for this role is $86,000 - $95,000 USD and the Canadian base salary range is $77,000 to $85,000 CAD. Actual base salaries will be based on candidate-specific factors, including experience, skillset, and location, and local minimum pay requirements as applicable.

Benefits Include

• Health, dental, and vision care for you and your family


• Life insurance


• Mental wellness coverage


• Fertility and growing family support


• Flex Time Off in addition to company paid holidays


• Paid family leave, medical leave, and bereavement leave policies


• Retirement saving plans


• Allowance to customize your work and technology setup at home


• Annual professional development stipend