Customer Success Manager

• Develop deep relationships with your clients, including key business executives and power user advocates
• Become an expert of your clients’ business, learning their objectives, goals, as well as how they plan to leverage Juniper Square in order to ensure their retention and growth
• Proven track record of negotiating optimal solutions, contracts, and expansion opportunities that foster client growth and deepen the broader relationship
• Identify and diagnose client operational efficiencies with appropriate services and solutions in order to drive referenceability and client satisfaction
• Provide strategic oversight of the product and services offered during implementation, onboarding, growth, and renewal
• Create success plans with clients, track mutual KPIs as well as initiatives both related and unrelated to Juniper Square
• Monitor and analyze client usage and engagement data to assess account health and proactively address any issues or concerns
• Act as an escalation point for clients, working closely with our technical support and product development teams to ensure resolution
• Influence internal and external partners to deliver outcomes that not only help our clients but also our company objectives. This includes a strong understanding of contractual commitments as well as identifying new revenue opportunities
• Work with Product, Sales, Marketing, Services, Finance, and Engineering teams to create new solutions, services, offerings, and/or product features that reflect the voice of our customers
• Meet with clients in person for high-impact activities, like annual business reviews and client events

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