Senior Customer Success Manager
At a glance
Senior Customer Success role at Juro. Boston · full-time.
Pay not stated
growthroles summary, based on the employer's posting.
What you'll do
- Own a customer portfolio worth about $3M, keeping accounts healthy, retained, growing, and expanding
- Create playbooks, automations, and customer touchpoints that scale success while reserving your time for high-impact moments
- Build relationships with senior customer stakeholders and develop champions across important accounts
- Bring customer feedback to product and go-to-market teams clearly and consistently
- Handle complex accounts, coach junior CSMs, and lead initiatives that improve the wider team
What you bring
- At least three years of customer-facing work at an AI or SaaS scale-up from Series A through Series D
- Experience leading credible, value-focused conversations with directors and more senior stakeholders
- A track record of finding and developing customer relationships across several accounts
- Strong discovery and problem-solving skills, with a proactive approach to resolving customer issues
Who this fits
You’ll suit an early-stage environment where building the playbook as you go feels energizing. The role includes in-person customer travel, work outside a fixed nine-to-five schedule for East and West Coast coverage, and coaching junior CSMs while leading team initiatives. Applications are limited to people located in Massachusetts with long-term US work rights. The preferred setup is Boston office attendance for about two days weekly, though fully remote work from day one is available.
From the employer
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: The FAQ below, juro.com/careers, our handbook or ask talent@juro.com 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 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:
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
We care about building a diverse team where everyone feels they belong. That’s why our perks & benefits and choice-first work approach are designed with inclusivity in mind. Read more in our diversity, inclusion & belonging hub.
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 — 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.
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.
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 talent@juro.com for anything.
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