Customer Success Manager, Scaled Mid-Market

Juniper Square•,

20h•$86,000 - $95,000•Remote

About The Position

At Juniper Square, our Customer Success team plays a critical role in helping customers achieve meaningful outcomes through our products and services. As a Scaled Mid-Market Customer Success Manager, you will be responsible for managing a large portfolio of small and mid-sized business clients. These are 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. This role blends relationship management with data-driven decision-making. You’ll proactively monitor account health, identify needs and opportunities, and deliver targeted enablement and insights to drive success at scale. CSMs also play an active role in supporting renewals and identifying expansion opportunities, all while serving as the voice of the customer internally. Our team is passionate about delivering exceptional experiences and helping our customers thrive through a combination of human connection and scalable, strategic engagement.

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
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

Nice To Haves

preferred experience in Salesforce, Outreach, and Looker

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.