Enterprise Customer Success Manager

Job Description

View our much better version of this job spec on our careers page: https://tinyurl.com/ECSMngr

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⚙️ THE KEY BITS
- Whereabouts: We're HQed in London but have distributed team members within BST +/- 3 hours. For this role, we prioritise candidates that want to work at least partly from our UK hub.- Visas: We have office hubs in the UK, Latvia and (coming in 2023) Portugal. We operate a choice-first work model that gives you the choice to work remote- or hybrid-first from Day One even if you’re near a hub.- Interviews: 3 stages totalling around 3.5 hours over 2 weeks, incl. a task to prepare for the middle interview round.- Salary: We benchmarked ca. £85,000-£95,000 + 20% bonus + equity at IC4 level in our career framework for someone based in the UK. We apply local benchmarks depending on which country you are based in, so the range may differ. If our range doesn’t match your expectations, let us know and we’re open to discussing.- Reporting to: Josephine Hanschke, Head of Customer Success- More info: The FAQ below, our careers page (juro.notion.site), our handbook (https://tinyurl.com/juro-handbook) or ask talent@juro.com anything.


🤝 HELP US HELP THE WORLD AGREE MORE
Juro has big ambitions: de-throne MS Word and DocuSign as the default way to agree contracts online. And we'll need a lot of help doing it.
Legal tech on the rise: companies in this space already attracted more than $1 billion in funding this year as the slow-moving industry digitises. With 3x annual revenue growth, we're in a great position to pilot this change.
⚔️ The challenge:
We have been successfully serving high-growth companies in the mid-market with our all-in-one contract automation platform for some time now.
As we continue to scale, we are now making an increasingly fast-growing number of enterprise customers successful.To continue serving our enterprise customers to the highest standard, we need to proactively shape and build out scaleable CS processes in 2023.
👉 Where you come in:
You will lead our enterprise customer success motion and help us execute on customer success strategy and enabling other team members for success.
You’ll use your expertise with enterprise customers to implement best practices and create playbooks.
Ideally, we’d love to see someone with a track record of helping junior members of the team and who enjoys mentoring others.


🌠 YOUR MISSION
To make Juro’s enterprise customers successful by proactively solving their problems with contract automation. That means being a trusted advisor, voice and source of guidance while identifying opportunities to help customers expand their use of our platform.
1. Maintain an excellent health score — we monitor customer health in Planhat — by keeping and flipping accounts to green (~80% of your role)2. Meet our Customer Success team's net revenue expansion target by securing renewals in a portfolio of high-touch accounts (~10% of your role)3. Identify expansion opportunities in those accounts to drive success-qualified leads (CSQLs) (~10% of your role)


📬 WE'D LOVE TO HEAR FROM YOU IF...
🌈 Research shows that while men apply to jobs if they meet ~60% of criteria, women and those in traditionally underrepresented 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.
- You have ca. 4 years* in a results-driven, equally strategic or client facing role at a high-growth, venture-backed B2B SaaS company.- You nurtured a portfolio of 10-20 enterprise customer accounts.- You worked with accounts between $70-500k in annual contract value.- You have a track record of good renewal numbers in your portfolio e.g. churn ≤4%.- You have contributed to building out a CS function e.g. creating playbooks and helping to implement best practice in enterprise accounts.- You’re confident consistently identifying and nurturing upsell opportunities.
* What you did is more important than how long you did it. While this range is an orientation for you to understand what 'senior' means to us, we still want to hear from you if you think you have what it takes but don't quite meet this number.


🤨 GOT MORE QUESTIONS?
Check if they're answered on:- Our extended job description for this role: https://tinyurl.com/ECSMngr- Our company handbook: https://tinyurl.com/juro-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 out to talent@juro.com for anything.