Senior Customer Success Manager, Juniper Square
Enterprise
$120-175k
+ Variable annual bonus & Equity
Investment partnership platform
Open for applications
Investment partnership platform
501-1000 employees
Open for applications
$120-175k
+ Variable annual bonus & Equity
501-1000 employees
Company mission
To create new opportunities for private capital markets.
Role
Who you are
- An ideal candidate will be ambitious, detail oriented, organized, and results-oriented
- You will need excellent communication skills in order to demonstrate empathy for your clients as well as decipher client asks from needs
- You are excited to tackle new challenges, embrace opportunities to learn, and are passionate about the client experience
- 8+ years of experience in a relevant client-facing role, customer success preferred
- Experience working with customers in private markets (real estate, venture capital, private equity), finance, investments/investment banking and/or fund administration space is preferred
- Proven experience of translating business requirements into actionable success and delivery plans, including change management
- Experience building relationships with decision makers and influencers, including C-suite
- History of success tackling difficult client or company challenges with measurable results
- Strong client communication skills, both written and verbal
- Possess an executive presence and can lead client-facing meetings and presentations with multiple attendees of various levels
- Has a history of managing large, complex clients, projects, and cross-functional teams
- Demonstrates competence in prioritization of time, resources, tasks, and people in order to meet deadlines and goals
- Driven to take on new projects and identify new initiatives independently
- Motivated by change, demonstrates comfort with an evolving work environment, and can adapt quickly
- Bachelor's degree or equivalent years of professional experience
What the job involves
- Juniper Square’s Customer Success team helps clients optimize the value of our GPX software product and ensures client satisfaction throughout the customer journey
- You will be responsible for developing strong strategic relationships with client executive decision makers to ensure they receive the full value of their investment leading to full adoption/utilization, retention, and account growth
- You will act as a trusted advisor to your customers, learning their business needs and working with our consulting and support teams to craft unique solutions and execute on client goals
- In this role, you’d work with some of Juniper Square’s largest and most complex clients, giving you unique insight into industry trends and product needs that drive our product roadmap
- You’d also partner with Sales on opportunities to deepen the client relationship with additional products and Fund Administration services
- This is an exciting opportunity to create long-lasting relationships with some of the largest private capital market clients worldwide while acting as their advocate and ensuring their needs are met across all of your cross-functional partners within Juniper Square
- Develop deep relationships with your clients, including key business executives and power user advocates
- Become an expert of your clients’ business, learning their objectives, goals, as well as how they plan to leverage Juniper Square in order to ensure their retention and growth
- Proven track record of negotiating optimal solutions, contracts, and expansion opportunities that foster client growth and deepen the broader relationship
- Identify and diagnose client operational efficiencies with appropriate services and solutions in order to drive referenceability and client satisfaction
- Provide strategic oversight of the product and services offered during implementation, onboarding, growth, and renewal
- Create success plans with clients, track mutual KPIs as well as initiatives both related and unrelated to Juniper Square
- Monitor and analyze client usage and engagement data to assess account health and proactively address any issues or concerns
- Act as an escalation point for clients, working closely with our technical support and product development teams to ensure resolution
- Influence internal and external partners to deliver outcomes that not only help our clients but also our company objectives. This includes a strong understanding of contractual commitments as well as identifying new revenue opportunities
- Work with Product, Sales, Marketing, Services, Finance, and Engineering teams to create new solutions, services, offerings, and/or product features that reflect the voice of our customers
Our take
Juniper Square is an investment management solutions platform that aims to empower LPs (Limited Partners) and GPs (General Partners) to expand opportunities through partnerships and make the world of private equity more transparent, efficient, and accessible. With a suite of tools that focus on CRM, fundraising, investor reporting, and an investor portal, the company has modernised and streamlined private equity management for companies such as Beacon Capital Partners, Bell Partners, and Greystar.
Founded in 2014, Juniper Square were immediately in direct competition with analytical monolith Microsoft Excel, as well as popular equity management apps like Fundwave. However, the platform has exceeded expectations, in part because of its fluid and longer-term focused software solutions that have innovated what was previously archaic and error-ridden under Excel.
Serving almost 2000 GPs, Juniper Square supports tens of thousands of investment partnerships, covering hundreds of billions in LP capital. The company has raised substantial funding that will be used to fuel rapid growth, accelerate innovation, and expand its services.
Kirsty
Company Specialist at Welcome to the Jungle
Company
Funding (last 2 of 5 rounds)
Feb 2023
$133m
LATE VC
Nov 2019
$75m
SERIES C
Total funding: $241m
Company HQ
Chinatown, San Francisco, CA
Leadership
Alex Robinson
(Co-Founder & CEO)Previously founded GreenDoor where they served as the CEO. They also spent 5 years at Microsoft as Senior Product Manager and 3 years at New Energy Risk as the Founding VP of Business Development.
Yonas Fisseha
(Co-Founder & CTO)Previously the Principal Architect at Fanbase.com and the VP of Engineering at Huddler.com
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