Customer Success Manager, Scaled Mid-Market

Juniper Square offers employees a variety of ways to work, ranging from a fully remote experience to working full-time in one of our physical offices. We invest heavily in digital-first operations, allowing our teams to collaborate effectively across 27 U.S. states, 2 Canadian Provinces, India, Luxembourg, and England. We also have physical offices in San Francisco, New York City, Mumbai and Bangalore for employees who prefer to work in an office some or all of the time.

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

Compensation

Compensation for this position includes a base salary, bonus, equity, and a variety of benefits. The U.S. base salary range for this role is $86,000 - $95,000 USD and the Canadian base salary range is $77,000 to $85,000 CAD. Actual base salaries will be based on candidate-specific factors, including experience, skillset, and location, and local minimum pay requirements as applicable.

Benefits include:

Health, dental, and vision care for you and your family

Life insurance

Mental wellness coverage

Fertility and growing family support

Flex Time Off in addition to company paid holidays

Paid family leave, medical leave, and bereavement leave policies

Retirement saving plans

Allowance to customize your work and technology setup at home

Annual professional development stipend

Your recruiter can provide additional details about compensation and benefits.

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