Customer Success Manager

Description

Customer Success Manager

Location: San Diego, California

Reports to: Director of Customer Success

About Juno

Juno is the tax technology platform building authentic, lasting relationships between tax professionals and clients. By combining innovative automation with empathetic, experienced support, Juno transforms tax filing into a streamlined, collaborative experience. Every team member helps shape the customer journey and sets new standards for excellence.

The Opportunity

As an early stage member of the Customer Success team, you will be helping our customers get value out of Juno while also driving commercial growth at Juno. You’ll execute strategies that maximize net revenue retention, upsell/expansion, and customer lifetime value across our commercial customer base. At Juno, customer success is a key revenue lever—your impact is directly tied to ARR, product adoption, and expansion motions.

This is a foundational role (we are a small but mighty team) where you will execute scalable frameworks, be part of high-performing teams, and engage senior customer stakeholders to realize mutual growth. Your work will shape Juno’s overall commercial velocity and influence company-wide priorities.

Responsibilities

• Success in retention, upsell/cross-sell, and net revenue expansion.
• Expansion Strategy: Execute cross-functional strategies to identify, nurture, and close expansion opportunities within existing accounts.
• Customer Journey: Drive onboarding, product adoption, and advocacy to increase customer lifetime value and expand footprint.
• Executive Engagement: Build trusted advisor relationships with senior customer leaders, positioning Juno’s platform as critical to their business success and growth.
• Cross-Team Collaboration: Partner with Sales, Product, and Marketing to drive expansion campaigns and surface growth opportunities.
• Voice of the Customer: Advocate for customer needs in roadmap discussions, leveraging customer insights to influence product strategy and drive adoption.

Required Qualifications

• 3 years in Customer Success, Account Management, or SaaS commercial roles, including meaningful expansion impact and responsibility (You directly owned the number).
• Proven track record growing revenue through customer lifecycle management, upsell/cross-sell campaigns, and account-based strategy.
• Expertise in utilizing health scores, risk assessments, and forecasting renewal/expansion outcomes.
• Executive presence and commercial acumen: able to engage customer C-suite and drive win-win outcomes.
• Excellent communication, influencing, and collaboration skills across distributed teams.
• Willingness to start from the ground up and be on the original team of CSMs.

Preferred Qualifications

• Experience scaling Customer Success as a commercial growth engine, especially in high-growth SaaS companies.
• Familiarity with tax, fintech, or B2B compliance software industries.
• Knowledge of advanced CS tools and AI (HubSpot, Gainsight, Vitally, OpenAI, etc.) and automation for expansion tracking.
• Process-driven mindset with a bias for continuous optimization and measurable impact.

Why Juno

• Foundational team member at a fast-growing, AI-driven SaaS platform.
• Direct impact on company growth, ARR, and commercial strategy.
• Competitive salary and equity for full-time hires.
• Great medical, dental, and vision coverage.
• Flexible and collaborative environment.