Customer Success Manager


London, England, United Kingdom

Full time

Dec 2


  • Whereabouts: We're HQed in London but have distributed team members within BST +/- 3 hours. For this role, we only accept UK-based applicants for now (but we're open to remote candidates within the UK).
  • Visas: If you already have a work permit for the UK that is due to run out in 12+ months (e.g. youth mobility), we can sponsor you in the future. However, if you need visa sponsorship now in order to work in the UK (e.g. skilled worker visa), we can't do that for this role (yet).
  • Interviews: 3 stages totalling around 2.5 hours over 2 weeks, incl. a home task.
  • Salary & seniority: From £38,000 base salary* + 20% annual bonus (in 4x quarterly instalments based on performance targets) + stock options in Juro. We are looking for someone equivalent to IC2 in our customer success career map.
  • Reporting to: Claire O'Regan, Director of Customer Success
  • More info: The FAQ below, our careers page, our handbook or ask anything.

* £38k for someone equivalent to level IC2.0 in our career map. If our advertised salary doesn’t match your expectations, let us know and we’re open to discussing.


Juro has big ambitions: de-throne MS Word as the standard way to do contracts. And we'll need a lot of help doing it.

Legal tech on the rise: companies in this space already attracted more than $1 billion in funding this year as the slow-moving industry digitises. With 3x annual revenue growth, we're in a great position to pilot this change.

👉 That's where you come in.

Helping the world agree more means we must understand and solve the problems of people who need Juro the most. That number is accelerating fast — we serve high-growth companies like Deliveroo, Cazoo, Luno and Curve with our all-in-one contract automation platform.

We take customer success literally. Making customers successful means solving their problems — what brought them to Juro in the first place — well in advance of their subscription renewals. With churn under 1% per month we're doing pretty well so far. But we don't just want to do well: we want to do great. That's why we're looking for our next Customer Success Manager to take ownership of our fast-growing customer accounts.

You'll be the 6th member of our Customer Success team overall. You could have a background in customer success already, or perhaps have a legal background but don't see a future as a lawyer – either way, we want to hear from you!


To make customers successful by proactively solving their problems with contract automation. 👉 This means:

  1. Meet our Customer Success team's net revenue expansion target by securing renewals in a portfolio of ~50 mid-market accounts ♻️
  2. Identify expansion opportunities in those accounts to drive success-qualified leads (CSQLs) 💸
  3. Maintain an excellent health score (we monitor customer health in Planhat) by keeping and flipping accounts to green 🚦


💥 Make an impact.

You're joining a small company as only our 2nd Customer Success Manager and almost immediately take over a key set of customers. We have a strong focus on genuinely making customers successful (and, by extent, happy), not just driving up sales by any means necessary. Delivering for these customers will see you immediately impact our topline success.

📊 Progress fast.

You'll become a product expert and trusted customer advisor as you move beyond your onboarding phase, gaining exposure to every part of the business with a learning curve that will challenge and reward you in equal measure. Every Juror has a bespoke career plan that you review with your manager and set new S.M.A.R.T. actions for each quarter. Our career maps are milestone-based, not tenure-based to ensure continuous, steady progression.

🤝 Learn from a great team.

We're a small team of growth-oriented people who care about the product we make, the outcomes we produce and the way we make each other better. It's not a given that Customer Success, Sales and Product teams work well together — we have cross-functional projects, targets and workflows that let us pull in the same direction. So you'll never be on your own and can call on help when needed, within CS and beyond.

🏆 Grow with a successful, early-stage business.

We're a startup but we're not chaos. In fact, our processes and workflows (in Customer Success and every other function) are extremely mature for a company of our stage and size. What's more, you'll have a 90-day plan as you join to succeed quickly and know what's expected.

🌈 Join the best London startup to work for in 2022

We're immensely proud being voted #1 of the top 50 London startups to work for in 2022. This is the result of hard work, to show not tell, and make Juro the best place to work for. This spans from setting concrete steps become a truly diverse, inclusive workplace, to investing in a culture of growth, to offering flexibility to everyone and more.

For 2022, we plan on expanding on all of these areas — what benefits we offer, how we give and receive feedback and how we foster a genuine sense of belonging for all Jurors to bring their full and best selves to work.


You've been in an environment where:

  • you've either been in a target-driven Customer Success role already, or
  • you have a background in law or legal tech but don't see your future as a lawyer.

What's more, you live an approach to customer success that emphasises our values:

  • Growth mindset (#BeMoreHuman): You understand customers on a deep level to identify expansion (cross/upsell) opportunities.
  • Data-driven problem solving (#TrustAndDeliver): You can correctly identify problems a customer has and take steps to address them.
  • Prioritization (#LoveTheDetails): You can deal successfully with a volume of ~50 accounts, focusing on what's most important.
  • Clear communication (#KeepItSimple): You express your thoughts and ideas in a structured and concise way.

🌈 Research shows that while men apply to jobs when they meet ~60% of criteria, women and those in underrepresented groups tend to only apply when they check every box.

So if you think you have what it takes but don't meet every single bullet point above, please still get in touch. We'd love to have a chat and see if you could be a great fit.

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