Customer Success Manager, Scaled Mid-Market

Juniper Square is a company focused on unlocking the potential of private markets through technology and data solutions. As a Scaled Mid-Market Customer Success Manager, you will manage a large portfolio of small and mid-sized business clients, ensuring they achieve meaningful outcomes through product adoption and satisfaction. This role involves relationship management, data-driven decision-making, and acting as a strategic advisor to clients.

Responsibilities:

• 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

Requirements:

• 3+ years of professional experience with at least 2 years of experience in a customer success or account management role
• Experience in a fast-paced SaaS organization, fintech, or related industry
• 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
• Bachelor's degree or equivalent years of professional experience