Customer Success Manager (Mid-Market)

• Juniper Square’s Customer Success organization is responsible for onboarding customers, driving usage and adoption of the product, and ensuring customer satisfaction
• This is a great opportunity to use relationship management and project management skills to support customers who are transforming the way they do business by using Juniper Square
• You will enjoy this role if you enjoy being a product and industry expert to help customers achieve their goals while advocating internally to ensure Juniper Square’s products continue to exceed expectations!
• Manage a portfolio of 60-75 existing customer accounts
• Work with end-users of the product on implementation, onboarding, product adoption, and renewals
• Review customer metrics for product adoption, client satisfaction, and customer goals
• Develop advanced knowledge of the customer, product, and industry
• Contribute to internal projects that improve operational infrastructure
• Work with product and engineering teams to create new product features that reflect the voice of our customers
• 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

Preferred experience

• Passion for contributing to the customer’s success with a product or service
• Experience communicating with clients in written and verbal form
• 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
• Demonstrates competence in prioritization of time, resources, tasks, and people in order to meet deadlines and goals
• Thrives in a changing and evolving work environment
• Experience leading client-facing meetings and presentations with multiple attendees of various levels, including executives
• Bachelor’s degree or equivalent years of professional experience
• Demonstrated experience quickly learning advanced technical subject matter and curiosity to grow in knowledge
• 5+ years of professional experience and 3+ years in a relevant customer success management role
• If you think this job sounds like a fit, we encourage you to apply even if you don’t meet all the qualifications
• Experience producing AI-powered work others reuse or run AI-enabled improvements with measurable outcomes