View our much better version of this job spec on our careers page: https://juro.notion.site/us-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. For this role, we prioritise candidates who prefer to work from our Boston office at least ~2 days a week.
- Salary: We 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.
- 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: George Hughes, Head of Customer Success
- More info
To deliver that at scale, we need smart automation paired with strategic human connection. As a Senior Customer Success Manager, you'll build the playbooks, automations, and touchpoints that help customers succeed while identifying the moments where your personal involvement drives the most impact.
You'll own a ~$3M book of business and have a voice in shaping how CS evolves as Juro grows.
Every Customer Success Manager's mission at Juro is
to make Juro's customers successful. Great means:
- Portfolio health is strong
- Customers are retained, growing and expanding
- Champions are identified and nurtured across key accounts
- Customer feedback is shared clearly to product and GTM teams
- You manage large / complex customers, coach junior CSMs + lead team initiatives
WHO WE LOOK FORResearch 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.
Every Juror finds their balance across our four principles - we hire, develop and celebrate people who live them every day. Curious how you'd fit? Try our personality quiz to see how you map against our principles.
On top of that, you have been part of a journey where:
- You've built 3+ years* of customer-facing experience at an AI or SaaS scale-up (Series A-D).
- You've engaged senior stakeholders, including Director level and above, holding credible, value-led conversations.
- You're confident consistently identifying and nurturing customer relationships across multiple accounts.
- You're known for strong discovery and problem solving skills, digging into what's not working and taking action to move things forward proactively.
* What you did is more important than how long you did it. While this range is an orientation for you to understand the level of experience we're looking for, we still want to hear from you if you think you have what it takes but don't quite meet this number.
This job likely isn't for you if:
- Rolling up your sleeves in an early-stage, "build-the-playbook-as-we-go" environment feels chaotic instead of energising.
- You're not comfortable with travel to meet customers in person. This role involves building relationships face-to-face, not just over Zoom.
- Working outside a rigid 9-to-5 window (to catch East & West Coast customers) sounds like more hassle than opportunity.
GOT MORE QUESTIONS?Check if they're answered on:
- Our extended job description for this role: https://juro.notion.site/us-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 [redacted] for anything.
