Senior Customer Success Manager

View our much better version of this job spec on our careers page: https://juro.notion.site/us-csm https://juro.notion.site/us-csm?source=copy_link

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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 https://app.notion.com/juro/p/Choice-first-work-4044718b99fa4e2baa84a88a1051eab9?pvs=24 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 https://app.notion.com/juro/p/Progression-framework-c9acbf27ec464b81b5bd4b3a22abe6dc?pvs=24 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: The FAQ below, juro.com/careers http://juro.com/careers, our handbook https://juro.notion.site/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 https://www.law.com/legaltechnews/2023/03/30/legal-industry-reacts-to-goldman-sachs-generative-ai-report-keep-calm-and-panic/?slreturn=20231019075707 with generative AI. With the brand we have built and the agility of early stage we are well placed to capture this opportunity.

2026 is a big growth year for Juro. Our customer base is growing fast, especially in the US, and more teams are relying on us daily.

A lot of our customers have got early value from Juro and are ready for what comes next. They want more guidance, better alignment across their teams, and help embedding Juro into how they really work.

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:

1. Portfolio health is strong

2. Customers are retained, growing and expanding

3. Champions are identified and nurtured across key accounts

4. Customer feedback is shared clearly to product and GTM teams

5. You manage large / complex customers, coach junior CSMs + lead team initiatives

We care about building a diverse team where everyone feels they belong. That’s why our perks & benefits https://juro.notion.site/benefits and choice-first work https://juro.notion.site/choice-first-work approach are designed with inclusivity in mind. Read more in our diversity, inclusion & belonging hub https://juro.notion.site/dei.

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.

Every Juror finds their balance across our four principles https://www.notion.so/Principles-acf77a5d174f427eb46aa3134a206296?pvs=21 — we hire, develop and celebrate people who live them every day. Curious how you’d fit? Try our personality quiz https://my-juro-personality.lovable.app/ 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.

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 https://juro.com/blog/vision-2024.

GOT MORE QUESTIONS?

Check if they're answered on:

- Our extended job description for this role: https://juro.notion.site/us-csm https://juro.notion.site/us-csm?source=copy_link

- Our company handbook: https://juro.notion.site/handbook https://juro.notion.site/handbook?pvs=4

- Our careers page: https://juro.notion.site 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.