Senior Customer Success Manager

We need to output HTML fragment with sections: About the role, Responsibilities, Requirements, Qualifications, Skills, Benefits, Pay, Schedule. Only include sections that have real specific content. Must not repeat job title. Must not include Job ID etc. Must remove boilerplate, navigation, legal, EEO, duplicated lines, application instructions. Must preserve all substantive info. We need to parse the job spec. Key bits: Location: Massachusetts, long-term US work rights. Flexibility: office hubs Boston and London, no-office hubs in several European countries. Choice-first work approach: fully remote from Day One even if near office hub. For this role, prioritize candidates who prefer to work from Boston office at least ~2 days a week. Salary: benchmarked $145,000 + 20% annual bonus (in 4x quarterly instalments based on performance targets) + equity at IC4 level in progression framework for someone based in Massachusetts. Interviews: 3 stages totalling around 2.5 hours over 2 weeks, incl. a home task. Start date: As soon as you can start. Reporting to: George Hughes, Head of Customer Success. More info: FAQ etc. Then mission description. Then role description: As a Senior Customer Success Manager, you'll build the playbooks, automations, and touchpoints that help customers succeed while identifying the moments where your personal involvement drives the most impact. You'll own a ~$3M book of business and have a voice in shaping how CS evolves as Juro grows. Every Customer Success Manager’s mission at Juro is to make Juro's customers successful. Great means: Portfolio health is strong; Customers are retained, growing and expanding; Champions are identified and nurtured across key accounts; Customer feedback is shared clearly to product and GTM teams; You manage large / complex customers, coach junior CSMs + lead team initiatives. Then perks & benefits and choice-first work approach designed with inclusivity. Read more in diversity hub. Who We Look For: bullet points: built 3+ years* of customer-facing experience at an AI or SaaS scale-up (Series A-D). Engaged senior stakeholders, including Director level and above, holding credible, value-led conversations. Confident consistently identifying and nurturing customer relationships across multiple accounts. Known for strong discovery and problem solving skills, digging into what’s not working and taking action to move things forward proactively. What you did is more important than how long you did it. While this range is an orientation for you to understand the level of experience we’re looking for, we still want to hear from you if you think you have what it takes but don't quite meet this number. This job likely isn’t for you if: Rolling up your sleeves in an early‑stage, “build‑the‑playbook‑as‑we‑go” environment feels chaotic instead of energising. You're not comfortable with travel to meet customers in person. This role involves building relationships face-to-face, not just over Zoom. Working outside a rigid 9‑to‑5 window (to catch East & West Coast customers) sounds like more hassle than opportunity. Mission statement. Got more questions? etc. We need to produce sections: About the role (maybe summary), Responsibilities, Requirements, Qualifications, Skills, Benefits, Pay, Schedule. We need to decide which sections have real specific content. - About the role: could be the paragraph describing the role: "As a Senior Customer Success Manager, you'll build the playbooks..." That's about role. Could be placed under About the role. - Responsibilities: list of duties: build playbooks, automations, touchpoints; own ~$3M book of business; shape CS; make customers successful; portfolio health strong; retain/grow/expand customers; identify/nurture champions; share feedback to product/GTM; manage large/complex customers; coach junior CSMs; lead team initiatives. Also maybe travel to meet customers in person, work outside 9-5 to catch coasts. Those could be responsibilities. - Requirements: experience: 3+ years customer-facing at AI/SaaS scale-up Series A-D; engaged senior stakeholders Director+; confident identifying/nurturing relationships across multiple accounts; strong discovery and problem solving; proactive; etc. - Qualifications: maybe similar to requirements? Could combine but we need separate sections only if content. Could treat Requirements as experience, Qualifications as maybe education? Not given. Could skip Qualifications if no specific content. - Skills: maybe discovery, problem solving, stakeholder engagement, coaching, etc. Could be separate. - Benefits: mention perks & benefits and choice-first work approach designed with inclusivity; also diversity hub; maybe mention equity? Actually equity is part of compensation. Benefits could be: choice-first work approach, office hubs, flexibility, perks & benefits (unspecified). But we need specific content: "We care about building a diverse team where everyone feels they belong. That’s why our perks & benefits and choice-first work approach are designed with inclusivity in mind." That's a benefit statement. Also "Flexibility: We have office hubs in Boston (US) and London (UK) as well as no-office hubs in several European countries. We operate a choice-first work approach that lets you work fully remotely from Day One even if you’re near an office hub. For this role, we prioritise candidates who prefer to work from our Boston office at least ~2 days a week." That could be under Benefits or Schedule? Actually flexibility is about work arrangement, could be Schedule? But schedule is about hours. Could treat flexibility as Benefits (work arrangement). However we also have Schedule section: maybe we can include "Start date: As soon as you can start." That's schedule? Not exactly. Could include "Interviews: 3 stages totalling around 2.5 hours over 2 weeks, incl. a home task." That's not schedule of work. Could include "Working outside a rigid 9‑to‑5 window (to catch East & West Coast customers) sounds like more hassle than opportunity." That's about schedule expectation. So schedule could mention expectation to work outside 9-5 to accommodate coasts. Pay: salary details. Thus we can create sections: - About the role (summary) - Responsibilities (list) - Requirements (list) - Skills (list) maybe combine with Requirements? But we need to avoid thin sections. Could combine Requirements and Skills into one? But spec says use sections only when posting has real specific content. We can have both if we have content. We have specific content for Requirements (experience). Skills: discovery, problem solving, stakeholder engagement, coaching, etc. Could list. Benefits: flexibility, office hubs, choice-first, perks & benefits, diversity. Pay: salary, bonus, equity. Schedule: expectation to work outside 9-5, start date ASAP, maybe preference for 2 days in Boston office. We must not include boilerplate like "More info: The FAQ below..." etc. We must not include duplicated lines. We must not include application instructions. We must not include navigation, legal, EEO. We must not include repeated mission statements? Could include mission under About the role? Might be okay but we need to preserve all substantive info. The mission statement is substantive but not directly about role; could be placed under About the role as context. But we must not create sections with filler like "commensurate with experience". We have actual numbers. Let's craft HTML. We'll use

for each section heading. Inside each section, we will have

for prose,

• for lists. We need to ensure we don't repeat job title. Let's draft:

  About the role

  As a Senior Customer Success Manager at Juro, you will build the playbooks, automations, and touchpoints that help customers succeed while identifying the moments where your personal involvement drives the most impact. You will own a ~$3M book of business and have a voice in shaping how the Customer Success function evolves as Juro grows. Your mission is to make Juro's customers successful by ensuring portfolio health is strong, retaining and expanding customers, identifying and nurturing champions across key accounts, sharing customer feedback clearly with product and GTM teams, managing large/complex customers, coaching junior CSMs, and leading team initiatives.

  That covers responsibilities but maybe we should split responsibilities. Better: About the role short paragraph, then Responsibilities list. Let's do:

  About the role

  As a Senior Customer Success Manager, you will own a ~$3M book of business and help shape the Customer Success function at Juro while ensuring customers are successful.

  Responsibilities

  • Build playbooks, automations, and touchpoints to drive customer success.
  • Identify moments where personal involvement delivers the greatest impact.
  • Manage a portfolio of large and complex customers.
  • Coach junior Customer Success Managers.
  • Lead team initiatives and contribute to CS strategy.
  • Ensure portfolio health is strong: retain, grow, and expand customer accounts.
  • Identify and nurture champions across key accounts.
  • Share customer feedback clearly with product and GTM teams.
  • Travel to meet customers in person as needed.
  • Work outside a standard 9‑to‑5 schedule to accommodate East and West Coast customers.

  Requirements

  • 3+ years of customer‑facing experience at an AI or SaaS scale‑up (Series A‑D).
  • Experience engaging senior stakeholders (Director level and above) in credible, value‑led conversations.
  • Consistently able to identify and nurture customer relationships across multiple accounts.
  • Strong discovery and problem‑solving skills, with a proactive approach to moving things forward.

  Skills

  • Stakeholder engagement and communication.
  • Discovery and problem solving.
  • Relationship building and account management.
  • Coaching and mentoring junior team members.
  • Ability to work autonomously in a fast‑moving, early‑stage environment.
  • Comfort with travel and flexible working hours.

  Benefits

  • Choice‑first work approach: work fully remotely from Day One, with office hubs in Boston (US) and London (UK) and no‑office hubs in several European countries.
  • Preference for this role to work from the Boston office at least ~2 days per week.
  • Perks & benefits designed with inclusivity in mind (see diversity, inclusion & belonging hub).
  • Opportunity to shape the Customer Success function as Juro scales.

  Pay

  Benchmark salary of $145,000 plus a 20% annual bonus paid in four quarterly instalments tied to performance targets, plus equity at IC4 level in Juro’s progression framework (for Massachusetts‑based employees).

  Schedule

  Start date: as soon as you can start. The role expects flexibility to work outside a rigid 9‑to‑5 window to serve East and West Coast customers, with a preference for ~2 days per week in the Boston office.

  We need to ensure we didn't include any boilerplate like "More info:", "Check if they're answered on:", etc. We removed those. We also removed "Interviews: 3 stages totalling around 2.5 hours over 2 weeks, incl. a home task." That's substantive but not covered in sections. Should we include it? It's about interview process, not role. The instruction says preserve ALL substantive information. So we need to include interview details somewhere. Could be under a section like "Interview process" but we only have allowed sections list. However we could include it under About the role or maybe under a generic section? The instruction says: "Use

  for section headings (e.g.