Senior Customer Success Manager

Summary

Join Juro, a legal tech company aiming to become the leading platform for global contract management, as a Senior Customer Success Manager. Based in Massachusetts, this role offers fully remote work flexibility and a competitive salary of approximately $130-145k plus a 20% annual bonus and equity. You will manage a high-value portfolio of US-based clients, focusing on renewals, expansion, and fostering strong relationships. Success involves driving net dollar retention, developing customer-centric processes, and accelerating customer value realization. The ideal candidate possesses 4+ years of experience in a similar role at a high-growth B2B SaaS company, managing mid-market accounts.

Requirements

• Prioritization: You can deal successfully with a volume of 50-70 accounts, focusing on what's most important. (Love The Details)
• Growth mindset: You understand customers on a deep level to identify expansion (cross/upsell) opportunities to help grow mid tier accounts to enterprise. (Be More Human)
• Data-driven problem solving: You can correctly identify problems a customer has and take steps to address them. (Strive to Deliver)
• You have ca. 4 years* in a results-driven, equally strategic or client facing role at a high-growth, venture-backed B2B SaaS company
• You nurtured a portfolio of 30-80 mid-market customer accounts
• You worked with accounts between $30-300k in annual contract value
• You have a track record of strong gross and net renewal numbers in your portfolio
• You’re confident consistently identifying and nurturing customer relationships

Responsibilities

• Drive our net dollar retention target by securing renewals and expansion in a portfolio of high to medium-touch accounts
• Develop and drive processes that best meet our US customers’ needs - including planning and executing team initiatives and coaching junior ICs
• Demonstrate customer value over the course of the customer lifecycle — your role is to speed up the time it takes for customers to see tangible business value
• Nurture excellent relationships — developing and maintaining relationships across key customer stakeholders - be that C-Suite, program executors, or other cross functional partners

Benefits

• Salary: We benchmarked ca. $130-145k + 20% annual bonus (in 4x quarterly instalments based on performance targets) + equity at IC4 level in our progression framework for someone based in the Boston area
• Flexibility: We have office hubs in Boston (US) and London (UK) as well as no-office hubs in several European countries. We operate a choice-first work approach that lets you work fully remotely from Day One even if you’re near an office hub