Customer Success Manager, Scaled Mid-Market

About Juniper Square

Juniper Square focuses on the private markets sector, one of the largest and most intricate areas of global finance that has been underserved. Our purpose is to unlock the sector's full potential by providing an integrated platform trusted by over 2,300 general partners. This platform unifies technology, data, and fund administration services, enabling partners to move faster, make informed decisions, and scale with accuracy. With more than $300 billion under management and over 700,000 limited partners engaged, the company is positioned for ambitious growth. Juniper Square integrates AI through its purpose-built JunieAI platform, aiming to revolutionize private market operations by embedding intelligence throughout workflows. Founded in 2014, backed by over $350 million in funding, and employing more than 1,000 people worldwide, Juniper Square is dedicated to shaping the future of private markets.

Our culture encourages ambitious and meaningful work alongside talented colleagues, emphasizing ownership, urgency, and pride in solving critical customer challenges. We foster a transparent environment with open debate, collaboration, and diverse viewpoints. We are committed to high standards, rapid development, and defining a pivotal moment in the industry.

Employees can work fully remotely or from one of our offices located in San Francisco, New York City, Mumbai, and Bangalore. We support digital-first operations and collaborate effectively across multiple US states, Canadian provinces, India, Luxembourg, and the UK.

Role Overview

As a Scaled Mid-Market Customer Success Manager at Juniper Square, you will manage a large portfolio of SMB (small and mid-sized business) clients, many of whom are dynamic and eager to adopt best industry practices. The role focuses on developing trust-based relationships while utilizing digital and programmatic tools to foster product adoption, customer satisfaction, and retention. You will act as a strategic advisor to ensure clients achieve full value from the platform as they grow.

This position blends relationship management with analytic insight, requiring proactive account health monitoring, identifying opportunities and risks, and delivering tailored enablement resources. Responsibilities extend to supporting contract renewals and discovering expansion possibilities. You will also represent customers internally, advocating for needs and product improvements. The role incorporates AI tools such as Claude to enhance efficiency, accuracy, and client preparedness.

Key Responsibilities

• Handle a portfolio exceeding 220 client accounts, guiding them through post-onboarding stages and ongoing engagement.
• Develop and implement strategies to enhance client success, maximize value, and optimize retention rates.
• Cultivate trust-based client relationships while using digital engagement methods to encourage product usage and satisfaction.
• Monitor customer health and usage metrics to detect risks and growth opportunities.
• Lead renewal discussions, manage mid-term contract issues, and collaborate cross-functionally to identify upsell potential.
• Serve as the internal voice for customers, influencing product development and process enhancements.
• Build deep knowledge of the customer base, product features, and industry environment.
• Integrate AI tools into daily customer success workflows to improve responsiveness and customer-centric outcomes.
• Explore AI applications for your portfolio and workflows, sharing insights to benefit the broader team.

Required Qualifications

• A minimum of 3 years professional experience including at least 2 years in customer success or account management.
• Background in fast-paced SaaS, fintech, or similarly dynamic industries.
• Excellent verbal and written communication skills, able to clearly explain complex concepts.
• Experience managing and prioritizing large numbers of client interactions efficiently.
• Ability to analyze customer data and metrics to generate actionable intelligence.
• Proficiency in leveraging data and technology for customer enablement; familiarity with Salesforce, Outreach, and Looker preferred.
• Demonstrated capacity for learning complex technical topics and a strong desire to expand knowledge.
• Consistent and thoughtful integration of AI in routine deliverables with practical examples of quality or efficiency improvements.
• Bachelor’s degree or equivalent professional experience.

Compensation and Benefits

The total package includes base salary, bonuses, equity participation, and comprehensive benefits. The base salary in the U.S. ranges from $86,000 to $95,000 annually, adjusted by individual experience, skills, and location considerations.

• Health, dental, and vision insurance coverage for employees and families
• Life insurance protection
• Mental health support programs
• Support for fertility treatments and family growth
• Flexible time off policies beyond official holidays
• Paid family, medical, and bereavement leave
• Retirement savings plans
• Allowance for customized home office and technology setup
• Annual stipend for professional development

Diversity and Inclusion

Juniper Square values diversity and inclusivity, believing these qualities strengthen the company. Applicants are encouraged to apply regardless of whether they meet every qualification.