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Juicebox is a fast-growing AI SaaS company on a mission to help teams win the talent war by powering their hiring. The company is on track to $100M in ARR with 20%+ monthly growth, backed by Sequoia Capital, DST Global, and other leading investors.
You will manage a front-line Customer Success team that owns the full revenue motion—expansions and renewals across a book of mid-market and enterprise customers. Your team members are part consultant, part account manager, and part AI workflow expert. You'll be responsible for making them great while staying hands-on in deals, on calls, and in the weeds when it matters.
This is a builder role. Juicebox is writing the CS playbook as it scales, and you'll have a point of view on what great looks like and the drive to make it real. You report directly to the VP of Customer Success, who previously built leading CS organizations at Gong, Slack, and Zendesk.
Key responsibilities:
- Coach and develop your team through deal reviews, call listening, and direct, actionable feedback that elevates performance
- Own team performance by driving GRR, NRR, and expansion goals through accurate forecasting and strong pipeline management
- Act as a player-coach, jumping into complex renewals and expansions to help CSMs navigate stakeholders, pricing, and negotiations
- Build and continuously improve renewal, expansion, QBR, success planning, and forecasting processes
- Partner cross-functionally with Sales, Product, and leadership to improve customer experience and shape GTM strategy
The foundation is already strong: customers love the product, relationships are solid, and commercial results speak for themselves. Your opportunity is to scale this into a world-class CS organization alongside a low-ego, collaborative team.
Requirements:
- 5+ years in Customer Success, Account Management, or Sales, including 2+ years managing a revenue-owning team (emphasis on what you've built, not just your title)
- Proven success leading teams that consistently exceed GRR, NRR, and expansion targets
- Strong commercial instincts with a track record of coaching others to improve
- Demonstrated ability to introduce processes and programs that measurably improved a CS organization
- High standards, high accountability, and a coaching style that elevates team performance
- Executive presence with customers, cross-functional partners, and senior leadership
