The RoleWe're building the systems that turn great individual CSM work into a repeatable, scalable customer success motion. You'll own the customer journey, health scoring, lifecycle automation, and scaled programs that drive adoption, retention, and expansion across our managed customer base. Sitting at the intersection of strategy, tooling, and AI, you'll partner closely with our CSMs and CS Programs team to make every customer touchpoint smarter and more impactful.
As Juicebox's first Scaled Customer Success hire, you'll build this function from the ground up with full ownership and a direct line to the VP of Customer Success. Your work will shape NRR across our managed customers, unlock significant Agent adoption opportunities, and build the scalable foundation that grows with the business. You'll do this alongside a world-class CS Programs team focused on education, community, and champion programs, and a VP of CS who has built leading Customer Success organizations at Gong, Slack, and Zendesk.
You Will- Own customer health scoring: Build the framework that gives CSMs earlier risk detection and clearer expansion opportunities through account health, adoption signals, renewal risk, and activation insights.
- Scale CSM engagement: Design the automations, sequences, and triggered workflows that help CSMs effectively manage customers from SMB through enterprise.
- Build lifecycle automation: Create onboarding, adoption, renewal, expansion, and re-engagement programs that keep customers progressing between CSM touchpoints.
- Unify customer intelligence: Bring together product usage, Slack, Gong, and other customer signals to surface trends, sentiment, and actionable insights in one place.
- Drive commercial growth: Build automated renewal, expansion, upgrade, and Agent activation motions that create the right opportunities for CSMs to engage and grow ARR.
- Partner cross-functionally: Work closely with CS Programs, Growth, Product, and Marketing to deliver a seamless, AI-powered customer journey across every touchpoint.
You Have- 4+ years in Digital Customer Success, Scaled CS, Lifecycle Marketing, Customer Marketing, CS Strategy & Ops, Growth, or a CS leadership role at a high-growth SaaS company.
- Proven experience building scaled customer programs and automation from the ground up.
- Hands-on experience with AI and CS tooling such as Claude, HubSpot, Pylon, Gainsight, or similar platforms.
- Founder mentality with the ability to thrive in ambiguity and build systems before a playbook exists.
- Strong perspective on what modern, AI-native Customer Success should look like.
- Analytical and data-driven, with a track record of measuring impact and prioritizing the highest-leverage opportunities.
Location: In or willing to relocate to SF (in-person 5 days a week)
Compensation: 180-280K base salary, based on experience. Generous benefits, including medical, dental, and vision. Lunch stipend.
