The Senior Customer Success Manager will enhance customer satisfaction through proactive support, relationship management, and strategic growth within a portfolio of mid-market accounts, aiming to drive net dollar retention and customer value.
View our much better version of this job spec on our careers page: https://juro.notion.site/sr-csm
***
THE KEY BITS
-Location: We can currently only accept applications from candidates that are located in Massachusetts and have long-term working rights in the US.
-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.
-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.
-Interviews: 3 stages totalling around 2.5 hours over 2 weeks, incl. a home task.
-Start date: As soon as you can start.
-Reporting to: Josephine Hanschke, Director of Customer Success. Josie is based in Spain.
-More info: The FAQ below, juro.com/careers, our handbook or ask [email protected] anything.
HELP US HELP THE WORLD AGREE FASTER
Juro has big ambitions: to become the go-to platform for agreeing and managing contracts globally. And we'll need help doing it.
Legal tech is on the rise, with Goldman Sachs estimating that 44% of legal tasks can be automated with generative AI. With the brand we have built and the agility of early stage we are well placed to capture this opportunity.
Juro’s customer roster is rapidly tilting westward — more than half of our new logos now sit across U.S. time‑zones. To give them the same great experience our EMEA customers enjoy, we need a Senior Customer Success Manager who can meet legal and ops leaders on their own ground: in‑person meetings, exec QBRs, conference coffee lines, you name it.
You’ll own a high‑value book of business, build genuine champion relationships, and be the face of Juro for some of the world’s fastest‑growing companies. If you thrive on turning “good enough” into “customer‑obsessed,” this is your moment to make an outsized impact as we scale stateside.
Your mission is to make Juro’s customers successful by proactively solving their problems with contract automation. That means being a trusted advisor, voice and source of guidance while identifying opportunities to help customers expand their use of our platform.
🏆 Success for you means:
1. Driving our net dollar retention target by securing renewals and expansion in a portfolio of high to medium-touch accounts.
2. Developing and driving processes that best meet our US customers’ needs - including planning and executing ****team initiatives and coaching junior ICs.
3. Demonstrating 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.
4. Nurturing excellent relationships — developing and maintaining relationships across key customer stakeholders - be that C-Suite, program executors, or other cross functional partners.
We care about building a diverse team where everyone feels they belong. That’s why our perks & benefits and choice-first work approach are designed with inclusivity in mind. Read more in our diversity, inclusion & belonging hub.
WHO WE LOOK FOR
Research shows that while men apply to jobs if they meet ~60% of criteria, women and those in traditionally under-represented groups tend to apply only if they check all boxes. So if you think you have what it takes but don't meet every single point above, please still get in touch. We'd love to have a chat and see if you could be a great fit.
We look for people whose approach to work aligns with our values & behaviours. For this role, we particularly value:
- 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)
On top of that, you have been part of a journey where:
- 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.
* What you did is more important than how long you did it. While this range is an orientation for you to understand what 'senior' means to us, we still want to hear from you if you think you have what it takes but don't quite meet this number.
OUR MISSION
Juro exists to help the world agree faster by making legal contracts frictionless, collaborative and accessible.
Juro’s intelligent contract automation platform is on its way to de-throning desktop tools as the paradigm for collaborating on legal documentation around the world.
We’re doing that by rebuilding contracts from the ground-up around a browser-native experience, augmenting workflows with powerful AI and enabling all teams to conduct contracting jobs faster than ever before.
Read more about our vision for intelligent contract automation.
GOT MORE QUESTIONS?
Check if they're answered on:
-Our extended job description for this role: https://juro.notion.site/sr-csm
-Our company handbook: https://juro.notion.site/handbook
-Our careers page: https://juro.notion.site
There, you'll find answers on topics such as career progression, inclusion & belonging, the interview process, benefits and more. Or reach [email protected] for anything.
Similar Jobs
Big Data • Healthtech • Software
The Senior Customer Success Manager at Definitive Healthcare is responsible for driving product adoption and customer engagement, building business relationships, managing client issues, and ensuring clients realize the full value of the product. This role requires collaboration across teams and a deep understanding of customer needs and priorities.
AdTech • Artificial Intelligence • Marketing Tech • Software • Analytics
The Senior Client Success Manager will drive account growth, manage campaign executions, and maintain relationships with clients in programmatic advertising.
Top Skills:
ExcelMS OfficePowerPoint
Cloud • eCommerce • Information Technology • Retail • Software • Database
The Senior Customer Success Manager will nurture customer relationships, drive engagement towards success, and collaborate with various teams to enhance customer experiences with commercetools products.
Top Skills:
Commerce Products
What you need to know about the Boston Tech Scene
Boston is a powerhouse for technology innovation thanks to world-class research universities like MIT and Harvard and a robust pipeline of venture capital investment. Host to the first telephone call and one of the first general-purpose computers ever put into use, Boston is now a hub for biotechnology, robotics and artificial intelligence — though it’s also home to several B2B software giants. So it’s no surprise that the city consistently ranks among the greatest startup ecosystems in the world.
Key Facts About Boston Tech
- Number of Tech Workers: 269,000; 9.4% of overall workforce (2024 CompTIA survey)
- Major Tech Employers: Thermo Fisher Scientific, Toast, Klaviyo, HubSpot, DraftKings
- Key Industries: Artificial intelligence, biotechnology, robotics, software, aerospace
- Funding Landscape: $15.7 billion in venture capital funding in 2024 (Pitchbook)
- Notable Investors: Summit Partners, Volition Capital, Bain Capital Ventures, MassVentures, Highland Capital Partners
- Research Centers and Universities: MIT, Harvard University, Boston College, Tufts University, Boston University, Northeastern University, Smithsonian Astrophysical Observatory, National Bureau of Economic Research, Broad Institute, Lowell Center for Space Science & Technology, National Emerging Infectious Diseases Laboratories
