Customer Success Manager

Posted 2 hours 11 minutes ago by Juro Online Limited

Permanent
Full Time
Call Centre / Customer Service Jobs
Not Specified, United Kingdom
Job Description
About the Role

As a Customer Success Manager at Juro, you will build the playbooks, automations, and touchpoints that help customers succeed while identifying moments where your personal involvement drives the most impact. You will co own a scaled portfolio and shape how our low touch CS model evolves as Juro grows.

Responsibilities
  • Keep customers with us and grow their accounts by owning renewals and expansion across a scaled portfolio.
  • Build automated journeys and self service resources to reduce hands on support.
  • Identify high leverage moments where human interaction makes the difference and strategically show up when it matters most.
  • Build trusted relationships with key stakeholders.
  • Co own a scaled portfolio and shape the low touch CS model as Juro grows.
Success Criteria

Success for you means drafting and executing playbooks that drive retention and expansion, creating efficient automated journeys, strategically engaging customers at key moments, and nurturing strong relationships with stakeholders.

Qualifications
  • 3+ years of customer facing experience at a SaaS scale up (Series A D).
  • Experience engaging senior stakeholders, including Director level and above, and conducting value led conversations.
  • Proven track record of consistently identifying and nurturing customer relationships across multiple accounts.
  • Strong discovery and problem solving skills - you dig into what's not working and proactively move things forward.
  • Comfortable with travel to meet customers in person - this role involves face to face relationship building, not just over Zoom.
  • Alignment with our four core principles: curiosity, effectiveness, ownership, and integrity.
Benefits
  • Stability - a focus on sustainable growth and strategic planning.
  • Progression - clear opportunities for career advancement within the Customer Success team.
  • Choice - flexibility to work in a blended low touch and high impact model.
  • Enablement - tools, autonomy, and support to grow customers and drive automation.