: Senior Customer Success Manager
179 Lincoln St
Boston, MA 02111

Employee Testimonials

Video

It’s an exciting time to join us here at JRNI, we’re scaling up our teams, and looking for an experienced Senior Customer Success Manager to join our team. The role is very much yours to own, it encompasses building strong relationships with our customers, promoting renewal whilst driving growth and adoption. You’ll be working hand in hand with the customer to drive insight, value and promote advocacy – ultimately ensuring customer fulfilment and success. 
 
This is such an exciting position, with the trust and autonomy to use your experience to ensure our customers are having the best service possible. You will be responsible for leading post-sales efforts including customer on-boarding, driving user adoption and satisfaction, owning customer renewals, and developing and closing up-sell opportunities.You will be; 
  • Owning overall relationships with assigned clients, which includes: increasing adoption, ensuring retention, driving growth and satisfaction
  • Working with your clients to establish goals, or other KPI’s 
  • Sharing your knowledge and experience with the wider Success Team and mentoring them on best practice and processes
  • Partnering with our Professional Services Development Team in our Manchester NH office to achieve the above
  • Delivering impactful and insightful QBR sessions with your key accounts
  • Tracking and reporting on customer health and delivering different outreach programs
  • Identifying, managing, and closing up-selling opportunities among assigned customers as well as closing and negotiating renewals
  • Managing customer reporting and analysis 
About you
You’re an experienced, proactive CSM (or similar) with a minimum of around 6+ years in the industry. You’re excited by the prospect of working with some impressive household retail and financial names within a fast paced and hands on SaaS start-up environment. You have;
  • Experience in Account Management or Customer Success Management within a highly bespoke SaaS organization
  • Experience with large Enterprise Customers (ideally within the Finance or Retail verticals) in a SaaS revenue model 
  • A track record of consistently delivering projects, driving successful technical programs, and managing technical accounts 
  • Proven ability to coach people internally and externally to drive outcomes 
This is an opportunity to influence, grow and shape our Customer Success processes in our growing start-up team. We’ve got a large and varied Enterprise client base, ranging from well-known retailers to large financial corporations which means your role will be incredibly varied! 
 
We’ve got some fantastic employee benefits such as 20 days paid vacation plus public holidays, personal learning and volunteering days, 401k, health insurance and dental & vision, commuter benefits, company stock options and not to mention the regular social activities… the list goes on! 
Full-time

Employee Testimonials

Christina
Sr Digital Marketing Specialist

Life at JRNI is great. My coworkers are smart, friendly, and supportive. I love the mix of independence and teamwork within my team, and the organization as a whole. What also makes JRNI different is that I have a very supportive manager who always wants me to succeed and grow. That support, combined with the company's weekly commitment to personal development, is something that is unique to JRNI.

Angie
Customer Success Manager

At JRNI, I am lucky to be part of a fantastic team who are always ready listen to my ideas and opinions. It's a company that truly encourages collaboration and unity, and you'll always find someone who's ready to support you. The company puts a lot of emphasis on meeting customers face-to-face which means I travel internationally on a regular basis. This a huge advantage of the role because it allows me to work with some the world's largest brands on some really exciting projects.

Prash
Pre-Sales Solutions

Life at JRNI is unlike any other. You get to work with some truly amazing people day in and day out and it's inspiring to see everyone come together and work towards something that delivers immense value to our customers. Most of all we celebrate our achievements and are always up for the next challenge. At JRNI we work hard but play harder!

Vinh
Implementation Manager

I'm really proud to work here and explaining to people how the business has grown from when I first started always amazes people. JRNI will certainly help you go as far as you want to go. It's been a great 10 years so far. 6 office moves (I lose count), 100+ employees, and meeting fellow sports entertainment (wrestling) fans. I couldn't ask for anything more.

Louis Shi
Developer

JRNI is truly an incredible organization to be a part of. I feel very proud to be part of an organization that not only puts a large emphasis on building and maintaining our industry leading technology product but an even greater effort on delivering outstanding customer service to our clients. The amazing challenges that come with writing code and building software only becomes that much better when I get to do it with amazing coworkers and colleagues under an organization that truly cares about the growth and development of its employees.