Customer Success Manager

Do you have a thirst for knowledge, the ability to learn quickly, and easily grasp new software applications? Are you able to communicate clearly with customers to create strategies that grow our software business? Then look no further! 

At Juniper Networks, a Customer Success Manager is a strategic and supportive partner for our customers, services, and sales teams at every stage of their journey. Customer Success Managers are focused on building loyalty to ensure long-term client retention by contributing to a stellar onboarding experience, encouraging adoption of our products, and guiding customers toward realizing business value and desired outcomes. Furthermore, you will have a unique opportunity to help build and execute Juniper Networks’ Scaled Customer Success motion - using systems, automation, and collaboration with teams across the organization. You are an initiative-taker with a bias for action, prioritizing quality, and experience. You will engage and nurture customers’ post-sales using 1-to-many and human strategies to drive customer outcomes by increasing engagement, adoption, enabling retention and growth. 

This role will be a catalyst to increasing customer sentiment, product adoption, retention, driving customer remediation plans, and reducing churn. This role requires a deep understanding of customer value realization and change management strategies. The successful candidate is passionate about Customer Success, customer-centric, naturally curious, and able to balance multiple customers in a multifaceted and demanding environment. 

 

Work To Be Performed: 

• Engage and deliver value to customers by sharing guidance via email, webinars, community, meetings, and other channels.  
• Monitor customer health, act to manage risk, and find opportunities for adoption, retention, expansion, and advocacy. 
• Help with automated, programmed, and proactive interactions with customers at the right time in their journey. 
• Work cross-functionally to drive product adoption by finding behaviors of successful customers and providing related resources to other customers. 
• Partner with Sales, Services and Business Unit teams to innovate, improve the process, and define procedures that minimize customer risk and improve customer retention rates and growth. 
• Develop and manage assets and workflows for the scale customer success motion. 
• Collaborate with internal teams and partners on strategic projects that optimizes customer experience, adoption, and value attainment. 
• Baseline, track value delivered, and value realized by customers. 
• Facilitate the identification of references and customer success stories. 

  

Requirements: 

• 4+ years in a customer centric role (e.g., customer success, account management, service management, marketing, consulting). 

• Proficient English is required. Advantageous if proficient in Spanish/German/Italian/French or Arabic. 
• Experience working with a large set of customers using 1-to-many strategies such as email campaigns, in-app, webinars/events, community, and enablement. 
• Experience with applications including Salesforce, Oracle, SAP, Microsoft Applications, Video Collaboration, Totango, Gainsight, Outreach 
• Comfortable working with data to understand patterns and create or refine customer engagement approach. 
• Proven record to drive adoption and set targets with customers that support their customer success goals. 
• Experience with early warning systems, customer concern and remediation management. 
• Effective communication, project management and change leadership skills. 
• Ability to measure, track and communicate value. 
• Achievement-oriented, entrepreneurial problem solver, and highly collaborative 
• Flexible and adaptable to rapid change 
• Experience in a SaaS business, Industry, and Product or Domain experience. 
• Experience with copy writing (process guides, email to customers, adoption content, success stories) a plus. 

 

Other Information: 

The working language at Juniper is English 

This is also a global role with a flexible schedule to enable cross functional collaboration.

ABOUT JUNIPER NETWORKS

Juniper Networks is in the business of network innovation. From devices to data centers, from consumers to cloud providers, Juniper Networks delivers the software, silicon and systems that transform the experience and economics of networking. Our products and technology run the world's largest and most demanding networks today, enabling service providers, enterprises, and governments to create value and accelerate business success. Everyday our 9,000+ colleagues come together across 46 countries to realize our company vision - Connect Everything, Empower Everyone. We