Enterprise Customer Success Manager

Customer Success at Juicebox sits at the intersection of commercial ownership, AI workflow enablement, and customer strategy. CSMs own the full customer relationship, from onboarding and adoption to expansion and renewal, while serving as trusted advisors and AI workflow experts. Customers range from enterprise talent teams to startup founders, staffing firms, and VC talent partners. As a PLG business, customers start small and scale quickly, so the role often involves managing onboarding, expansion, and renewal motions simultaneously. The role works alongside a VP of CS who has built customer success organizations at Gong, Slack, and Zendesk.

Responsibilities

Own a portfolio of customers and drive measurable outcomes across onboarding, adoption, expansion, and renewal; Lead customer success plans, align on key metrics, and ensure talent leaders realize value quickly; Drive adoption of AI-native workflows, guide change management, and help customers reach their first "aha" moment and beyond; Own commercial conversations, including renewals, pricing negotiations, and complex buying processes; Identify and close expansion opportunities across teams, stakeholders, and product offerings; Build trusted, multi-threaded relationships with end users, champions, TA Ops leaders, and hiring managers; Lead ROI discussions and QBRs that demonstrate impact and strengthen partnerships; Help define and improve the Customer Success playbook by identifying gaps, solving problems, and scaling best practices

Requirements

6+ years in Customer Success, Strategic Account Management, or Enterprise SaaS with ownership of renewals, expansion revenue, and a portfolio of high-value enterprise accounts; Experience managing complex stakeholder relationships, driving executive engagement, and growing revenue within strategic customers; A track record of exceeding commercial goals and driving customer growth; The ability to manage multiple customer conversations and priorities simultaneously; A builder mindset and comfort operating in ambiguity before a playbook exists; Executive presence and confidence engaging senior stakeholders; Experience in SaaS, consulting, HR tech, or talent tech

Nice to have

Recruiting industry experience

Benefits

Top-of-market compensation with meaningful equity; Daily meals provided (breakfast catering, lunch order via DoorDash corporate, and dinner if staying after 7pm); Comprehensive healthcare with 100% employer-paid medical coverage for employees (PPO Platinum plan with $0 deductible) and 90% employer contribution for dependents; Dental & Vision: 90% employer covered, 85% for dependents; $2,000 annual wellness stipend; $300/month commuting stipend