Customer Success Manager, Scaled Mid-Market

The role

You will manage a portfolio of 220+ small and mid-sized business client accounts. You will drive product adoption, retention, and expansion through digital and scaled engagement.

What you will do

• Manage a portfolio of 220+ client accounts following onboarding
• Develop and deploy strategies to increase customer value and optimize retention
• Build trust-based relationships using digital and scaled engagement
• Identify and drive opportunities for retention and expansion
• Monitor customer health and usage trends to identify risks and growth opportunities
• Support renewal conversations and mid-contract escalations
• Act as the voice of the customer internally to influence product and process improvements
• Develop advanced knowledge of the customer, product, and industry
• Use AI tools as part of core CSM workflow
• Apply AI across your book and workflow and share results with the team

Required qualifications

• 3 years of professional experience
• At least 2 years of experience in a customer success or account management role
• Strong written and verbal communication skills
• Experience interacting with a high volume of customers
• Skills in time management and prioritization
• Ability to analyze customer data and performance metrics
• Experience using data and technology to drive customer enablement
• Demonstrated experience learning advanced knowledge on technical subject matters
• Consistent, thoughtful use of AI across core CSM deliverables
• 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

Nice to have

• Experience in a SaaS environment
• Experience in Salesforce, Outreach, and Looker

Benefits

• 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

About the company

Juniper Square is an Operations Partner for private markets that unifies technology, data, and fund administration services. The company is founder-led and employs over 1,000 people.