Customer Success Manager, Scaled Mid-Market

Juniper Square

United States

Remote

USD 86,000 - 95,000

Full time

7 days ago

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Benefits offered by this job

Health, dental, and vision care for员工及

Life insurance

Mental wellness coverage

Fertility and growing family support

Flex Time Off and company holidays

Paid family leave and medical leave

Retirement saving plans

Home office setup allowance

Annual professional development

Job summary

Juniper Square in the United States is seeking a Scaled Mid-Market Customer Success Manager to steward a portfolio of small and mid-sized clients, driving adoption, retention, and expansion while acting as a strategic advisor to help customers maximize value from Juniper Square’s platform.

As part of the Customer Success organization you’ll leverage digital engagement, AI tools, and cross-functional collaboration to deliver measurable outcomes and high customer satisfaction.

Qualifications

3 years of professional experience in customer success or account management.
Strong written and verbal communication; ability to convey complex information clearly.
Experience interacting with a high volume of customers with good 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 Salesforce, Outreach, and Looker.
Demonstrated ability to learn advanced knowledge on technical matters and grow.
Consistent, thoughtful use of AI across core CS deliverables to improve quality/speed.
Passion for contributing to customer success and adapting to change.
Bachelor's degree or equivalent years of professional experience.

Responsibilities

Manage a portfolio of 220+ client accounts, leading them through onboarding to renewal.
Own the success and health of assigned clients, increasing value and retention.
Build trust-based relationships and drive product adoption and customer satisfaction.
Identify opportunities for retention and expansion within your book.
Monitor customer health and usage trends to identify risks and opportunities.
Support renewal conversations and mid-contract escalations with cross-functional collaboration.
Advocate for customer needs and influence product/process improvements.
Develop advanced knowledge of customers, product, and industry.
Use AI tools as part of your CS workflow to arrive sharper and faster.
Apply AI across your book and share learnings with the wider team.

Skills

Customer success

Communication

Time management

Data analysis

AI in CS

Cross-functional collaboration

Education

Bachelor's degree

Tools

Salesforce

Outreach

Looker

Job description

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: