Customer Success Manager, Mid-Market
About the role
Juniper Square’s Customer Success organization is responsible for onboarding customers, driving usage and adoption of the product, and ensuring customer satisfaction. This role involves managing a portfolio of 60-75 existing customer accounts, working with end-users of the product on implementation, onboarding, product adoption, and renewals, reviewing customer metrics for product adoption, client satisfaction, and customer goals, developing advanced knowledge of the customer, product, and industry, contributing to internal projects that improve operational infrastructure, and working with product and engineering teams to create new product features that reflect the voice of our customers. You will also use AI tools (e.g., Claude) as part of your core CSM workflow and look for ways to apply AI across your book and your own workflow, sharing what works to benefit the wider team.
Qualifications
- 5+ years of professional experience and 3+ years in a relevant customer success management role
- Experience communicating with clients in written and verbal forms
- Experience leading client-facing meetings and presentations with multiple attendees of various levels, including executives
- Passion for contributing to the customer's success with a product or service
- Demonstrated competence in prioritization of time, resources, tasks, and people in order to meet deadlines and goals
- Demonstrated experience quickly learning advanced technical subject matter 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
- Thrives in a changing and evolving work environment
Preferred Experience
- Producing AI-powered work others reuse or run AI-enabled improvements with measurable outcomes