Customer Success Manager, Scaled Mid-Market

📋 Description

• • At Juniper Square, our Customer Success team plays a critical role in helping customers achieve meaningful outcomes through our products and services.
• • As a Scaled Mid-Market Customer Success Manager, you will be responsible for managing a large portfolio of small and mid-sized business clients.
• • These are 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.
• • This role blends relationship management with data-driven decision-making.
• • You’ll proactively monitor account health, identify needs and opportunities, and deliver targeted enablement and insights to drive success at scale.
• • CSMs also play an active role in supporting renewals and identifying expansion opportunities, all while serving as the voice of the customer internally.
• • Our team is passionate about delivering exceptional experiences and helping our customers thrive through a combination of human connection and scalable, strategic engagement.
• • 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
• • 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.
• • 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.
• • 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!
• • At Juniper Square, we believe building a diverse workforce and an inclusive culture makes us a better company.
• • If you think this job sounds like a fit, we encourage you to apply even if you don’t meet all the qualifications.
• • 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.
• • 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
• • Your recruiter can provide additional details about compensation and benefits.
• • #experiencedprofessional
• • #LI-AM
• • #LI-Remote
• • #Juniper-US