Senior Customer Success Manager

Juro • Boston, MA

15d • Hybrid

About The Position

Juro has big ambitions to become the go-to platform for agreeing and managing contracts globally. Legal tech is on the rise, and Juro is well-placed to capture this opportunity. 2026 is a big growth year for Juro, with a rapidly growing customer base, especially in the US. Many customers have achieved early value and are ready for more guidance, better alignment, and help embedding Juro into their workflows. To deliver this at scale, Juro needs smart automation paired with strategic human connection. As a Senior Customer Success Manager, you will build playbooks, automations, and touchpoints to help customers succeed, while identifying moments where personal involvement drives the most impact. You will own a ~$3M book of business and have a voice in shaping how Customer Success evolves as Juro grows. The mission of every Customer Success Manager at Juro is to make Juro's customers successful, ensuring portfolio health is strong, customers are retained, growing, and expanding, champions are identified and nurtured, and customer feedback is shared clearly to product and GTM teams. This role involves managing large/complex customers, coaching junior CSMs, and leading team initiatives. Juro cares about building a diverse team where everyone feels they belong, with inclusive perks and benefits.

Requirements

• Located in Massachusetts and have long-term working rights in the US.
• Prefer to work from our Boston office at least ~2 days a week.
• Built 3+ years of customer-facing experience at an AI or SaaS scale-up (Series A-D).
• Engaged senior stakeholders, including Director level and above, holding credible, value-led conversations.
• Confident consistently identifying and nurturing customer relationships across multiple accounts.
• Strong discovery and problem solving skills, digging into what’s not working and taking action to move things forward proactively.
• Comfortable with travel to meet customers in person.
• Comfortable working outside a rigid 9-to-5 window to catch East & West Coast customers.

Responsibilities

• Build playbooks, automations, and touchpoints that help customers succeed.
• Identify moments where personal involvement drives the most impact.
• Own a ~$3M book of business.
• Have a voice in shaping how CS evolves as Juro grows.
• Ensure portfolio health is strong.
• Ensure customers are retained, growing and expanding.
• Identify and nurture champions across key accounts.
• Share customer feedback clearly to product and GTM teams.
• Manage large / complex customers.
• Coach junior CSMs.
• Lead team initiatives.

Benefits

• Salary benchmarked $145,000 + 20% annual bonus (in 4x quarterly instalments based on performance targets) + equity at IC4 level in our progression framework for someone based in Massachusetts.
• Choice-first work approach that lets you work fully remotely from Day One even if you’re near an office hub.
• Perks & benefits designed with inclusivity in mind.

What This Job Offers

• Job Type: Full-time
• Career Level: Senior
• Education Level: No Education Listed