Manager, Customer Success

At Justworks, you’ll enjoy a welcoming and casual environment, great benefits, wellness program offerings, company retreats, and the ability to interact with and learn from leaders in the startup community. We work hard and care about our most prized asset - our people.

We’re helping businesses get off the ground by enabling them to focus on running their business. We solve HR issues. We’re data-driven and never stop iterating. If you’d like to work in a supportive, entrepreneurial environment, are interested in building something meaningful and having fun while doing it, we’d love to hear from you.

We're united by shared goals and shared motivations se are best summed up in our company values, which are reflected in our product and in our team.

Our Values

If this sounds like you, you’ll fit right in.

You are a seasoned customer success-focused professional, who works well under pressure. You are proactive in overcoming obstacles and removing barriers in solving problems. You are a hands-on leader who will think and act both strategically and tactically to drive the team’s engagement at all points of the customer lifecycle and increase Justwork's revenue. You are enthusiastic, optimistic, and creative with the ability to inspire others, as you will be responsible for coaching, mentoring, and developing individual Customer Success Managers of varied experience levels.

As one of the leaders of our Customer Success Management group, you will be responsible for guiding our Customer Success Managers (CSMs) as brand owners, product and subject matter experts, and specialists in customer satisfaction and retention. You should be able to communicate and coach effectively to ensure that your team members are delivering and developing at a high level.

• Lead the hiring and expansion of the Customer Success Management team as the company scales
• Coach your team members in reinforcing Customer Success Management best practices, our CS identity, and the Justworks brand
• Work closely with Customer Success Managers and internal teams to advocate for customer needs and that the voice of the customer is heard, understood, and prioritized
• Focus on continuous process and quality improvement in partnership with cross-functional teams
• Obsess over key CS metrics of customer satisfaction, health, churn, product adoption and retention
• Monitors your team's books of business to identify customers that are at risk, highlight trends, and help coach the team through challenges
• Proactively ensures customer satisfaction and that CSMs are driving value for customers and revenue for Justworks through routine interactions, business reviews, and promotion of product solutions
• Educate and advise Customer Success Managers on retention strategies
• Handle general management responsibilities, such as conducting 1:1s, leading regular team meetings, generating reports, and conducting annual performance reviews
• Other duties as needed based on department and/or organizational needs.

As a Manager of Customer Success Management, how results are achieved is paramount for your success and ultimately result in our success as an organization. In this role, your foundational knowledge, skills, abilities, and personal attributes are anchored in the following competencies:

• Consultative - takes an approach that focuses on building relationships with others, understanding their problems, and developing solutions to their challenges through open-ended questions and active listening.
• Taking responsibility - being accountable, being committed, and accepting ownership for one's decisions, actions, and behavior.
• Adaptability - the ability to adjust your approach or actions in response to changes in your external environment.
• Solution-oriented - identifies the source of a question or challenge and provides the right, or a better, way of doing things.
• Curious - the innate desire to learn, grow and understand.

In addition, all Just workers focus on aligning their behaviors to our core values known as COGIS. It stands for:

• Camaraderie - Day to day you can be seen working together toward a…