Customer Success Programs Lead (Scale)

Juicebox; San Francisco (CA); On-site; USD 140,000 - 210,000; Full time

Benefits offered by this job

Equity

Employer-paid health care

Wellness stipend

Daily meals

Commuting stipend

Job summary

Juicebox is hiring its first Scaled Customer Success lead to own the customer journey, health scoring, lifecycle automation, and scalable programs. You will partner with our CS Programs team and VP of CS to drive adoption, retention and expansion across a growing managed base.

You will design automations and workflows, unify signals, and build an AI-powered customer experience that scales with the business, directly impacting NRR and ARR.

Qualifications

• 4+ years in Digital Customer Success, Scaled CS, Lifecycle Marketing, Customer Marketing, CS Strategy & Ops, Growth, or a CS leadership role at a high-growth SaaS company.
• Proven experience building scaled customer programs and automation from the ground up.
• Hands-on experience with AI and CS tooling such as Claude, HubSpot, Pylon, Gainsight, or similar platforms.

Responsibilities

• Own customer health scoring and risk detection with activation insights.
• Scale CS engagement with automations, sequences, and workflows from SMB to enterprise.
• Build onboarding, adoption, renewal, expansion, and re-engagement programs.
• Unify signals from product usage, Slack, Gong, and other data sources for actionable insights.
• Drive renewal, expansion, upgrade, and Agent activation motions to grow ARR.
• Partner with CS Programs, Growth, Product, and Marketing for an AI-powered customer journey.

Skills

Digital CS

Scaled CS

Data-driven

ambiguity handling

AI-native CS

Tools

Claude

HubSpot

Pylon

Gainsight

Job description

About Juicebox

Juicebox is on a mission to help teams win the talent war. In the age of AI, human ingenuity is the ultimate scarce resource. Recruiting is a zero-sum game where you either compete or lose. Teams at Ramp, Notion, and leading AI labs use Juicebox to power their hiring, alongside 5,000+ customers from early-stage startups to Fortune 500 companies. We are on the path to $100M in ARR with 20%+ monthly growth, powering thousands of searches every day and making Juicebox one of the fastest-growing AI SaaS companies in the world. Juicebox has raised over $116M in funding from lead investors including Sequoia Capital, DST Global, and NFDG. Read more about our $80M Series B here. Additional investors in Juicebox include Y Combinator, Coatue, Bond, Lux, Verified Capital, and Committed Capital.

About The Role

We're building the systems that turn great individual CSM work into a repeatable, scalable customer success motion. You'll own the customer journey, health scoring, lifecycle automation, and scaled programs that drive adoption, retention, and expansion across our managed customer base. Sitting at the intersection of strategy, tooling, and AI, you'll partner closely with our CSMs and CS Programs team to make every customer touchpoint smarter and more impactful. As Juicebox's first Scaled Customer Success hire, you'll build this function from the ground up with full ownership and a direct line to the VP of Customer Success. Your work will shape NRR across our managed customers, unlock significant Agent adoption opportunities, and build the scalable foundation that grows with the business. You'll do this alongside a world-class CS Programs team focused on education, community, and champion programs, and a VP of CS who has built leading Customer Success organizations at Gong, Slack, and Zendesk.

You Will

• Own customer health scoring: Build the framework that gives CSMs earlier risk detection and clearer expansion opportunities through account health, adoption signals, renewal risk, and activation insights.
• Scale CSM engagement: Design the automations, sequences, and triggered workflows that help CSMs effectively manage customers from SMB through enterprise.
• Build lifecycle automation: Create onboarding, adoption, renewal, expansion, and re-engagement programs that keep customers progressing between CSM touchpoints.
• Unify customer intelligence: Bring together product usage, Slack, Gong, and other customer signals to surface trends, sentiment, and actionable insights in one place.
• Drive commercial growth: Build automated renewal, expansion, upgrade, and Agent activation motions that create the right opportunities for CSMs to engage and grow ARR.
• Partner cross-functionally: Work closely with CS Programs, Growth, Product, and Marketing to deliver a seamless, AI-powered customer journey across every touchpoint.

You Have

• 4+ years in Digital Customer Success, Scaled CS, Lifecycle Marketing, Customer Marketing, CS Strategy & Ops, Growth, or a CS leadership role at a high-growth SaaS company.
• Proven experience building scaled customer programs and automation from the ground up.
• Hands-on experience with AI and CS tooling such as Claude, HubSpot, Pylon, Gainsight, or similar platforms.
• Founder mentality with the ability to thrive in ambiguity and build systems before a playbook exists.
• Strong perspective on what modern, AI-native Customer Success should look like.
• Analytical and data-driven, with a track record of measuring impact and prioritizing the highest-leverage opportunities.

Perks & Benefits

• Top-of-market compensation with meaningful equity, because everyone should share in our success.
• Comprehensive healthcare with 100% employer-paid medical coverage for employees (PPO Platinum plan with $0 deductible). 90% employer contribution for dependents. Dental & Vision: 90% employer covered; 85% for dependents.
• $2,000 annual wellness stipend to support your physical, mental, and financial well-being.
• Daily meals provided.
• $300/month commuting stipend to help cover the cost of getting to and from the office.