Senior Customer Success Manager

Summary

Join Juniper Square's Customer Success team and help clients optimize the value of our GPX software product. You will develop strong relationships with client executives, ensuring they receive maximum value from their investment. As a trusted advisor, you will learn client business needs and work with internal teams to craft unique solutions. This role involves working with large, complex clients, providing insights into industry trends and product needs. You will partner with Sales to expand client relationships and contribute to account growth. The ideal candidate is ambitious, detail-oriented, organized, and results-oriented, with excellent communication skills. This is an opportunity to create lasting relationships with major private capital market clients worldwide.

Requirements

• 8+ years of experience in a relevant client-facing role, customer success preferred
• Proven experience of translating business requirements into actionable success and delivery plans, including change management
• Experience building relationships with decision makers and influencers, including C-suite
• History of success tackling difficult client or company challenges with measurable results
• Strong client communication skills, both written and verbal
• Possess an executive presence and can lead client-facing meetings and presentations with multiple attendees of various levels
• Has a history of managing large, complex clients, projects, and cross-functional teams
• Demonstrates competence in prioritization of time, resources, tasks, and people in order to meet deadlines and goals
• Driven to take on new projects and identify new initiatives independently
• Motivated by change, demonstrates comfort with an evolving work environment, and can adapt quickly
• Bachelor's degree or equivalent years of professional experience

Responsibilities

• Develop deep relationships with your clients, including key business executives and power user advocates
• Become an expert of your clients’ business, learning their objectives, goals, as well as how they plan to leverage Juniper Square in order to ensure their retention and growth
• Proven track record of negotiating optimal solutions, contracts, and expansion opportunities that foster client growth and deepen the broader relationship
• Identify and diagnose client operational efficiencies with appropriate services and solutions in order to drive referenceability and client satisfaction
• Provide strategic oversight of the product and services offered during implementation, onboarding, growth, and renewal
• Create success plans with clients, track mutual KPIs as well as initiatives both related and unrelated to Juniper Square
• Monitor and analyze client usage and engagement data to assess account health and proactively address any issues or concerns
• Act as an escalation point for clients, working closely with our technical support and product development teams to ensure resolution
• Influence internal and external partners to deliver outcomes that not only help our clients but also our company objectives. This includes a strong understanding of contractual commitments as well as identifying new revenue opportunities
• Work with Product, Sales, Marketing, Services, Finance, and Engineering teams to create new solutions, services, offerings, and/or product features that reflect the voice of our customers

Preferred Qualifications

Experience working with customers in private markets (real estate, venture capital, private equity), finance, investments/investment banking and/or fund administration space is preferred

Benefits

• Health, dental, and vision care for you and your family
• Life insurance and disability coverage
• Mental wellness coverage
• Fertility and growing family support
• Unlimited vacation in addition to company paid holidays
• Paid family leave, medical leave, and bereavement leave policies
• 401k retirement savings plan
• Healthcare FSA and commuter benefits programs
• Allowance to customize your work and technology setup at home
• Annual professional development stipend