VP of Customer Success

| Austin

About Juniper Square

We've recently closed a new round of investment, giving us $25M in capital to aggressively expand our team to serve our customers better. For three years in a row we have tripled our team and more than tripled revenue, and we are on track to continue this growth in 2019. We're looking for people who thrive on taking on a lot of responsibility in a dynamic, high-growth startup environment to join us.

About the role

Juniper Square is looking for a dynamic and hands-on customer success leader who can take our best-in-class, 80+ NPS, 11-person customer success team to the next level. We are on a rocketship trajectory and we need you to add fuel to the fire. You’ll report directly to the CEO and be responsible for doubling your team this year while also helping us move beyond a generalist customer success manager model to a team with a range of specializations that achieve functional excellence. You’ll establish key teams like support, training, content, and professional services, all while ensuring we grow revenue in existing accounts and sustain our high levels of customer engagement, retention and satisfaction.

Specific responsibilities include:

  • Scale a world-class team of customer success managers while maintaining our standards of excellence. Evolve the organization to create new functional areas including education and training
  • Coach and develop our two-office customer success team (San Francisco, CA and Austin, TX) to perform at their best
  • Provide the vision and direction for customer success at Juniper Square, ensuring that we continuously improve and incorporate industry best practices
  • Oversee the customer success P&L and drive profitable revenue growth by:
    • Maintaining our exceptional renewal rates and minimal churn
    • Creating programs and processes to expand existing customer relationships
    • Ensuring high levels of feature adoption and customer satisfaction
  • Collaborate cross-functionally, with sales on customer expectations and account expansion opportunities, and with product on roadmap priorities
  • Identify and bring to market new, revenue-generating professional services offerings to complement and deepen usage of our core software product
  • Create programs and processes to activate and leverage customer referrals
  • Deepen our investment in systems and data-driven processes to ensure that the team, and the broader company, is focused on key customer needs

Qualifications

We’re seeking an all-star team-player who excels at all aspects of the role and thrives in a fast-moving startup environment, with qualifications such as:

  • 10+ years of relevant experience, ideally at a high-growth enterprise SaaS startup
  • Proven ability to recruit, manage, and develop a team of exceptional performers
  • Empathy for customers and passion for helping them
  • Problem solver with excellent project management skills and strong attention to detail
  • Strategic thinker who can execute in the short-term while planning for the long-term
  • Self-starter who is comfortable with ambiguity and moving fast
  • Clear communicator with strong interpersonal and leadership skills
  • Ability to convey complex concepts in simple (but not simplistic) terms
  • Demonstrated ability to drive cross-functional initiatives successfully
  • Willingness to travel ~30%
  • Interest in commercial real estate, private equity, or investing a plus

Benefits

  • Competitive salary and meaningful equity
  • Health, dental, and vision care for you and your family
  • Unlimited vacation policy and paid holidays
  • Generous paid family leave, medical leave, and bereavement leave policies
  • 401k retirement savings plan
  • Healthcare FSA and commuter benefits programs
  • Freedom to customize your work and technology setup as you see fit

This is a full-time position located in our downtown San Francisco office, which is easily accessible by BART, Muni, and Transbay buses.

At Juniper Square, we're building a company where all kinds of people from all walks of life are valued and respected. We encourage people from underrepresented backgrounds to apply. If you think this job sounds like you, come join us! We’d love to hear from you.

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Technology we use

  • Engineering
    • PythonLanguages

What are Juniper Square Perks + Benefits

Juniper Square Benefits Overview

Benefits at Juniper Square include:
Health, dental, and vision care for you and your family
401k plan
Paid vacation and company holidays
Meaningful equity
State-of-the-art technology setup, and freedom to customize your workstation as you need to be productive
Flexible schedules are possible

...and, of course, the opportunity to take on great responsibilities as part of a collaborative, hands-on team that is building a new company from the ground up!

For more information on what it is like to work here: https://www.glassdoor.com/Overview/Working-at-Juniper-Square-EI_IE15457…

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Casual Dress
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