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In Brief
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time spent on manually inputting customer data
Juro, an AI-powered contracting platform, faced growing challenges as its customer base expanded. Manual data entry created bottlenecks for Customer Success Managers, while unreliable records limited visibility into adoption, risk, and overall customer health. This made it difficult for the team to forecast accurately and act with confidence.
By adopting Hook, Juro eliminated the need for manual maintenance and gained real-time, automated insights into customer engagement and health. CSMs could now focus on strategic actions instead of data entry, while trustworthy metrics powered board reporting and proactive customer planning. The result was greater efficiency, scalable success workflows, and the ability to deliver high-impact recommendations without increasing headcount - cementing Hook as a central tool in Juro’s customer success strategy.
“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.”
Director of Customer Success, Juro
In Full
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 implemented Hook to solve these challenges - a modern platform that utilizes AI to automate the heavy lifting of customer data analysis. 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 CSMs spend 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.”
Director of Customer Success, Juro