Customer Success Manager

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

***

⚙️ THE KEY BITS

Location: We can currently only accept applications from candidates that are located and have long-term working rights in the UK.

- Flexibility: We have an office hub in the 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.

- Interviews: 4 stages totalling around 3 hours over 2-3 weeks, incl. a role-play exercise.

- Salary: We benchmarked ca. £50,000-£65,000 + 20% Bonus + equity IC3 level in our career framework for someone based in the UK. 

- 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 [email protected] anything.

🤝 HELP US HELP THE WORLD AGREE FASTER

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 a lot of 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.

🌠 THE CHALLENGE

We've been successfully serving companies in the mid-market with our all-in-one contract automation platform for some time now.

To continue serving this group to the highest standard, we're looking for our next Customer Success Manager to take ownership of a portfolio of customer accounts split across mid-market and enterprise.

Your mission is to make Juro’s 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.

🏆 Success for you means:

1. Demonstrating customer value over the course of the customer lifecycle — your role is to essentially speed up the time it takes for customers to see tangible business value (40%)

2. Maintaining excellent relationships — developing and maintaining relationships across the key customer stakeholders - be that senior, program executors, or other cross functional partners that also use Juro (30%)

3. Meet our Customer Success team's net dollar retention target by securing renewals and expansion in a portfolio of medium-touch accounts (30%)

🏔 WHY JOIN US?

If you’re someone who wants to work for a vibrant, successful tech company but worry that most companies with “unicorn” ambitions are…

chaotic (= immature operation and prone to over-hiring)

fragile (= high cash burn and no profitability)

volatile (= vulnerable to market swings and layoffs)

…and therefore often not conducive to building a sustainable career foundation, you should consider Juro. Here’s why:

We're in a growth phase that strikes a balance between:

- Early-stage startups: We’re beyond the chaos, providing stability.

- Large, multinational software giants: We offer more autonomy, less red tape, more impact, and accelerated growth for high performers.

Other UK/EU scale-ups: Our operation is mature, providing a blend of fast yet responsible, sustainable growth.

You're joining a scaling company as an Customer Success Manager so will have outsize influence on a close-knit team. We have a strong focus on genuinely making customers successful (and, by extent, happy), not just driving up sales by any means necessary. Delivering for these customers will see you immediately impact our topline success.

Juro has delivered gold standard net revenue retention, and currently has plenty of runway to the end of 2024 at current burn with increasing capital efficiency and top-quartile $ARR growth. This puts us in an exceptional position while VC-backed start- and scaleups are being challenged by the macro-economic environment.

We also have top-tier investor backing in Eight Roads, Union Square Ventures, Point Nine Capital, Seedcamp and high-growth customers such as Cazoo, Deliveroo, Luno, Curve and more. You'll have direct exposure to these people, as well as our management team

The public recognition Juro receives is a result of hard work—showing rather than just telling—and our commitment to making Juro the best workplace. This involves taking concrete steps to become a truly diverse and inclusive environment, investing in a culture of growth, and providing flexibility for everyone, among other initiatives.

Like any growing company, we constantly iterate and refine the employee-employer relationship. This includes the benefits we offer, how we give and receive feedback, and creating an environment where all Jurors feel a sense of belonging and can bring their full selves to work.

Explore our latest awards at 🤔 Your questions, answered.

📬 WHO WE LOOK FOR

We look for people whose approach to work aligns with our Values & behaviours For this role, we value:

Prioritization: You can deal successfully with a volume of 50-70 accounts, focusing on what's most important. (Love The Details)

Growth mindset: You understand customers on a deep level to identify expansion (cross/upsell) opportunities to help grow mid tier accounts to enterprise. (Be More Human)

Data-driven problem solving: You can correctly identify problems a customer has and take steps to address them. (Strive to Deliver)

On top of that, you have been part of a journey where:

1. You have ca. 4 years* in a results-driven, equally strategic or client facing role at a high-growth, venture-backed B2B SaaS company.

2. You nurtured a portfolio of 30-80 mid-market customer accounts.

3. You worked with accounts between $30-300k in annual contract value.

4. You have a track record of strong gross and net renewal numbers in your portfolio.

5. You’re confident consistently identifying and nurturing customer relationshops.

** 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.*

🌈 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.

⛰️ 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: Why we exist

🤨 GOT MORE QUESTIONS?

Check if they're answered on:

- Our extended job description for this role: http://tinyurl.com/JuroCsmnew

- 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 [email protected] for anything.