Case Study
Smarter Success at Scale
How Juro Scaled Customer Impact and Eliminated Manual Burden with Hook
Results Snapshot
"If you're looking for something that’s easy to get going with, requires little manual input, and still gives a clear view of your users — I’d highly recommend Hook."
— Josephine Hanschke, Director of Customer Success, Juro
Rated 4.8 out of 5 on G2
About Juro
Juro is an intelligent contracting platform that embeds AI contract automation in the tools business teams use every day, so they can agree and manage contracts end-to-end - while legal stays in control.
With a fast-growing customer base, Juro’s Customer Success team plays a critical role in ensuring users get the most value out of the platform, especially as contract workflows become more integrated and strategic across departments.
Challenge
As Juro scaled, their Customer Success team faced growing complexity in managing customer health, engagement insights, and forecasting. Manual data entry was a major bottleneck as CSMs were responsible for maintaining key data points that drove forecasting and customer planning. They relied heavily on a hands-on approach which became a burden.
The team also struggled with data reliability. Lapses in updating customer records meant they couldn’t fully trust the insights derived from their systems. This made it hard to answer critical questions like: ‘Are customers adopting well? Who’s at risk? What’s working?’
“We didn’t have the full picture. We were often missing something in our analysis, and it wasn’t data-backed.”
Solution
Juro needed an AI-forward platform to automate the heavy lifting of customer data analysis so they chose Hook. With Hook, Juro gained a real-time, automated view of customer health and engagement, eliminating the need for manual input while still allowing flexibility for CSMs to enrich data when needed. They could ingest platform usage data and interpret it easily to guide strategy and customer actions.
Now, their team spends more time on strategic engagement — not data entry — and can quickly see how customers are tracking against their goals.
Impact
Implementing Hook transformed Juro’s Customer Success operations by eliminating the need for manual tasks and enabling real-time access to customer insights. With adoption data, engagement scores, and goal tracking all automated, the team gained back valuable time to focus on strategic initiatives. This shift not only improved efficiency but also introduced trustworthy, dynamic data into board reporting and customer planning. As a result, the CS team could proactively identify at-risk accounts, monitor progress against customer goals, and deliver precise, high-impact recommendations tailored to each client’s needs.
Beyond operational gains, Hook enabled Juro to scale effectively without expanding headcount. The platform’s automation and contextual insights allowed the team to support a growing customer base with the same lean structure. Other departments at Juro also began leveraging Hook’s data to align strategies and improve customer experience. Fast onboarding and broad adoption cemented Hook’s value across the business, making it a central tool for customer-centric decision-making and long-term success.
"We’ve built a model with Hook in just two months, and the team adopted it very quickly. I’ve never seen that level of success with a new system."
– Juro
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