What are the responsibilities and job description for the Vice President of Customer Success position at Juniper?
VP of Customer Success
Location: Downtown NYC (a couple blocks from Wall Street)
On-site, 5x a week
We’re a team of ~150 employees with 15 years of operating experience, supported by investors with a proven history of scaling successful companies. Over that time, we’ve established a strong presence in the data-driven marketing and technology space, highlighted by a widely adopted POS system used by a diverse range of businesses.
We are now hiring for a VP of Customer Success, who will oversee and continuously refine key functions such as client onboarding, support, consulting services, customer advocacy, retention, and expansion opportunities.
Responsibilities:
Drive Customer Success Outcomes
- Improve renewal rates and minimize customer churn
- Increase lifetime value through stronger product adoption, customer satisfaction, and overall account health
- Generate new business through customer advocacy and referrals
Oversee Customer Success Operations
- Lead onboarding, training, professional services, support, and renewal efforts
- Ensure consistent delivery of high-quality customer experiences across all touchpoints
Define and Optimize the Customer Lifecycle
- Map the end-to-end customer journey
- Establish key listening points (e.g., product usage, satisfaction metrics)
- Standardize interventions throughout the lifecycle
- Segment the customer base and tailor engagement strategies accordingly
- Identify and implement continuous improvements based on insights and industry best practices
Measure and Improve Performance
- Define and track operational metrics for the team
- Build systems for monitoring and reporting performance
- Establish regular review cadences
- Share key insights with executive leadership
Build and Lead a High-Performing Team
- Recruit and develop experienced leaders across Customer Success functions
- Create an effective onboarding program for new hires
- Partner cross-functionally with Marketing (customer engagement), R&D (product issues and improvements), and Finance (forecasting and metrics)
- Help define the organization’s ideal customer profile
Qualifications & Skills
- 8 years of experience leading B2B customer-facing teams
- Proven ability to manage managers and oversee teams of 20 employees
- Background spanning both post-sale customer success and sales is preferred
- Strong understanding of recurring revenue models and value drivers
- Analytical, process-driven mindset with a focus on continuous improvement
- Demonstrated success driving software adoption and executing customer success strategies
- Ability to translate strategy into actionable initiatives and deliver measurable results
- Comfortable collaborating across departments and engaging with senior executives
- Skilled at resolving escalated customer issues with urgency and professionalism
- Experience with Salesforce (SF) is required
Benefits:
- Competitive base pay range (DOE): $180k-$250k
- Stock options
- Full (generous) benefits
- Casual work environment/attire
Salary : $180,000 - $250,000