Customer Success Manager, Scaled Mid-Market

About your role

Juniper Square’s Customer Success organization is responsible for ensuring customer health and satisfaction, driving product usage and adoption, and delivering strong commercial outcomes for both our clients and the business. As a Scaled Mid-Market Customer Success Manager, you will be responsible for managing a large portfolio of small and mid-sized business clients; 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.

What you’ll do

• 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

• 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 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.

Qualifications

• 3 years of professional experience with at least 2 years of experience in a customer success or account management role, preferably in a SaaS environment

• Strong written and verbal communication skills, with the ability to convey complex information in a clear and understandable manner

• Experience interacting with a high volume of customers, with demonstrated skills in time management and prioritization

• 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 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.

• 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