Strategic CSM, Scaled Mid‑Market — Remote & AI‑Driven

Juniper Square

Dallas (TX)

Remote

USD 86,000 - 95,000

Full time

2 days ago

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Benefits offered by this job

Health, dental, and vision care

Life insurance

Mental wellness coverage

Fertility and growing family support

Flex Time Off

Paid family leave

Retirement saving plans

Home office stipend

Job summary

Juniper Square is seeking a Scaled Mid-Market Customer Success Manager to steward a large portfolio of small and mid-sized clients. You will drive adoption, health, and renewal, serving as a trusted advisor while coordinating with product and delivery teams to maximize value.

You’ll leverage digital engagement, data analysis, and AI-powered tools to optimize outcomes, expand relationships, and accelerate customer success outcomes across a dynamic, remote-friendly environment.

Qualifications

3 years of professional experience with at least 2 years in customer success or account management, preferably in a SaaS environment.
Strong written and verbal communication skills, with the ability to convey complex information clearly.
Experience interacting with a high volume of customers, with demonstrated time management and prioritization skills.
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.
Consistent, thoughtful use of AI across core CSM deliverables, with an instinct to provide context and tangible examples.
Passion for contributing to the customer's success with a product or service.
Motivated by change and comfortable with an evolving work environment.
Bachelor's degree or equivalent years of professional experience

Responsibilities

Manage a portfolio of 220+ client accounts, guiding them through onboarding to renewal.
Develop and deploy strategies to increase customer value and optimize retention.
Build strong, trust-based relationships using digital and scaled engagement for product adoption.
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.
Support renewal conversations and mid-contract escalations, collaborating cross-functionally.
Advocate for customer needs and influence 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 for sharper readiness.
Look for ways to apply AI across your book and share learnings with the wider team.