Manager, Customer Success (NYC)
About The Position
Juicebox is hiring a front-line Customer Success manager to lead a team of CSMs responsible for the full revenue motion—including expansions and renewals—across mid-market and enterprise customers. The manager will coach and develop the team, own its commercial performance, and participate directly in complex customer deals and calls. The role also involves building and improving the Customer Success playbook, processes, and programs as the company scales. The manager will partner with Sales, Product, and leadership to improve customer experience and shape go-to-market strategy, and will report directly to the VP of Customer Success.
Requirements
- At least 5 years of experience in Customer Success, Account Management, or Sales.
- At least 2 years of experience managing a revenue-owning team.
- Proven success leading teams that consistently exceed GRR, NRR, and expansion targets.
- Strong commercial instincts and a track record of coaching others to improve.
- Experience introducing processes and programs that measurably improved a Customer Success organization.
- High standards, high accountability, and a coaching style that elevates team performance.
- Executive presence with customers, cross-functional partners, and senior leadership.
Responsibilities
- Coach and develop CSMs through deal reviews, call listening, and direct, actionable feedback.
- Drive team performance against GRR, NRR, and expansion goals through accurate forecasting and strong pipeline management.
- Participate in complex renewals and expansions, helping CSMs navigate stakeholders, pricing, and negotiations.
- Continuously improve renewal, expansion, QBR, success planning, and forecasting processes.
- Collaborate with Sales, Product, and leadership to improve the customer experience and shape go-to-market strategy.
Benefits
- Top-of-market compensation with meaningful equity.
- Daily breakfast and lunch provided; dinner is provided for employees who stay after 7 p.m.
- For US employees: medical coverage with 100% employer-paid premiums for employees and 90% employer contribution for dependents; dental and vision coverage with 90% employer coverage for employees and 85% for dependents.
- For US employees: $2,000 annual wellness stipend.
- For US employees: $300 per month commuting stipend.
- For UK employees: private medical insurance with £0 excess, full outpatient cover, comprehensive cancer care, mental health treatment, and 24/7 GP access.
- For UK employees: £1,500 annual wellness stipend.
- For UK employees: £3,500 per year commuting stipend.
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What This Job Offers
Job Type
Full-time
Career Level
Manager
Education Level
No Education Listed
