Scaled Customer Success Manager, Justworks
$35.58 to $43.27 USD per hour
2+ days a week in office
Business operations platform
Be an early applicant
Business operations platform
1001+ employees
Be an early applicant
$35.58 to $43.27 USD per hour
2+ days a week in office
1001+ employees
Company mission
To help entrepreneurs and businesses grow with confidence.
Role
Who you are
- You are a customer fanatic with a proven track record of going above and beyond for your customers
- You are consultative and innovative in your thinking, and enjoy figuring out how to drive customer satisfaction and retention while increasing Justworks revenue
- You thrive in a fast-paced startup environment and have a passion for lifelong learning. You are a great communicator, being able to simplify complex concepts into clear, easy-to-understand terms
- You are energized by understanding customer goals, identifying risk and opportunity signals, and helping businesses get more value from the products they use
- 3-4 years minimum professional experience in complex customer service or client-facing role - preferably in B2B SaaS environment or B2B contact center
- Experience in healthcare, HR, or insurance industries preferred
- Experience in HR Tech/SaaS is a plus
- Strong attention to detail with the ability to manage competing priorities and multi-task
- Demonstrated track record of a passion for customer centricity and driving retention strategies
- Aptitude to be consultative and innovative when problem-solving
- Strong verbal and written communication skills, with the ability to break down complex concepts into simple terms
- Excellent at time management, organization, and prioritizing tasks
- Experience with Zendesk, JIRA, Talkdesk, Google Suite, Microsoft Office or related tools
What the job involves
- As a Scaled Customer Success Manager, you will be focused on engaging with our non-managed customers at critical moments during their lifecycle, and ensuring their long-term success on the Justworks platform
- Your willingness to cross collaborate, superb de-escalation skills, and customer centricity will be instrumental to your success. You are an advocate who is not afraid to ask questions, find and capitalize on new revenue opportunities, and partner with others to effect change
- Own proactive engagement for a portfolio of non-managed customers through one-to-many strategies, responding to account health signals and executing retention playbooks at key lifecycle moments to drive growth, retention, satisfaction, and long-term success
- Lead high-impact retention and lifecycle conversations, including managing discounting and renewal negotiations, articulating the value of the Justworks platform, and confidently positioning against competitors
- Drive customer value and revenue expansion by conducting targeted business reviews, promoting key products and initiatives, identifying and qualifying upsell/cross-sell opportunities, and partnering with Sales to facilitate growth
- Serve as a trusted advisor and customer advocate, providing expert guidance across Justworks’ evolving product and service offerings, translating complex topics (e.g., health insurance, compliance, taxes) into clear, actionable insights
- Partner cross-functionally with Customer Success, Support, Sales, and other internal teams to deliver a seamless customer experience, while surfacing trends, risks, and feedback that inform retention strategy
- Display a high level of professionalism and compassion when working with each account on sensitive matters
- Other duties as needed based on department and/or organizational needs
- As a Scaled Customer Success Manager, 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
- Customer focus - builds strong customer relationships and delivers customer-centric solutions
Our take
Justworks operates in an increasingly crowded space of all-in-one business operation suites, that include tools like human resources, payroll, employee management, benefits, and others that businesses critically need to operate as they scale.
Globally, human resource management has become an extremely fertile field, creating great opportunity for Justworks to continue to grow. The company is regarded as a market leader, but does see competition in the shape of Paychex Flex, Rippling, Paylocity, and TriNet, among others.
Justworks' solutions have proven extremely popular with SMEs, and this has not gone unnoticed by investors - with the company picking up considerable amounts of funding. The company is known to have sights on going public, though these were delayed somewhat by market conditions. That said, it has continued to expand operations and acquired Via in 2024, signalling that its going strong.
Steph
Company Specialist at Welcome to the Jungle
Insights
24% employee growth in 12 months
Company
Funding (last 2 of 7 rounds)
Nov 2023
$16.9m
LATE VC
Jan 2020
$50m
SERIES E
Total funding: $159.9m
Company benefits
- Paid volunteer work
- Paid parental leave
- Work from home opportunities
- Medical, dental, and vision insurance, plus access to One Medical, Kindbody, and Teladoc
- Premium access to Headspace, ClassPass stipends, and webinars to support your overall wellness on topics like nutrition, budgeting, mindfulness, and more
- All Justworks offers include equity, and Justworkers can continue to earn more over time with promotions and tenure
- Extensive learning & development opportunities through workshops, ExecOnline, Udemy, and BetterUp coaching
- Apprenticeship program that supports internal movement and growth
Company HQ
Fulton Ferry District, NY
Leadership
Isaac Oates
(Founder & Director)Experience as a Senior Product Manager at Amazon before founding Adtuitive and serving as COO for a year. Left this position to spend 3 years as a VP at Etsy, before founding Justworks.
Salary benchmarks
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