CSM (SMB & Onboarding)

About Juno Journey:
Juno is an all-in-one solution for employee development. Our platform visualizes the entire lifecycle of every employee within an organization, creating a personalized learning and development journey—from onboarding and day-to-day enablement to preparing for their next role and responsibilities.
With Juno Journey, companies like Fiverr, Gong, Jfrog, and more are revolutionizing their employee experience.

About the Customer Success Team:
Our CSMs are not customer support agents. They help clients proactively achieve business success by being their trusted advisors. We focus on delivering measurable ROI, driving retention, fostering growth, and building long-term partnerships.

What you will do:

Understand customers’ industries and businesses, providing tailored solutions and strategic plans from onboarding throughout the customer’s lifecycle.
Communicate and present work plans, business reviews, roadmaps, and use cases.
Conduct needs mapping, discovery, and goal setting with various stakeholders, including C-level executives.
Create and execute professional strategic plans for each customer, encompassing business challenges, KPIs, processes, timelines, and action items.
Map organizational structures, internal political dynamics, budgets, and decision-making processes.
Articulate an ROI-driven value proposition tailored to the audience.
Ensure customer success by conducting professional QBRs rooted in measurable business outcomes.
Forecast risks and opportunities proactively within your customer portfolio and plan accordingly.
Manage upsells and renewals alongside account managers to achieve quarterly KPIs.

Requirements:

3 years of experience in Customer Success or Account Management, engaging with global customers and partners.
High fluency in English (not necessarily native)
Proven ability to manage renewals upsells, and cross-sells.
Track record of building long-term strategic relationships based on trust with clients across industries.
Capable of working with all levels within a client organization.
Excellent time management skills, a goal-oriented mindset, and a strong team player.
Solid technical understanding to guide customers through workflows and troubleshoot issues.
Outstanding strategic planning and critical thinking skills.
Strong written and verbal communication and presentation skills.

What you gain:

Working with a great collaborative team where everyone is encouraged to contribute ideas and help each other.
Opportunities to learn, grow, and advance.
Playing a pivotal role in the company’s growth, making an impact!

Employment type:
4 days on-site, 1 day from home.