Senior CSO Strategy & Operations Manager, Justworks
$175.5-201.8k
Business operations platform
Be an early applicant
Business operations platform
1001+ employees
Be an early applicant
$175.5-201.8k
1001+ employees
Company mission
Justworks' mission is to help entrepreneurs and businesses grow with confidence.
Role
Who you are
- You are deeply customer-obsessed—placing the customer experience at the center of everything you do—while embracing automation and AI to drive scale without sacrificing service
- You know how to balance operational efficiency with thoughtful, human-first experiences, helping customer success, customer support, QA and onboarding teams work smarter while staying connected to customer needs
- You are a trusted strategic partner to Customer Success and post-sales leadership—someone who thrives in fast-paced environments and brings clarity to complex, high-impact decisions
- You combine analytical rigor with operational execution and know how to transform strategic insight into scalable systems, workflowThe os, and customer outcomes
- You understand what it takes to drive post-sale growth and customer lifetime value in a SaaS business—renewal workflows, expansion triggers, capacity models, retention forecasting, and CSO lifecycle stages
- You’re equally comfortable leveraging AI to build and analyze executive dashboards, design cross-sell programs, advise senior stakeholders, or orchestrate QBRs and capacity planning
- You see Revenue Strategy & Operations not as a back-office function, but as a force multiplier for growth, retention, and customer success
- 8+ years in CSO Operations, Revenue Operations, GTM Strategy, or Customer Lifecycle roles at high-growth B2B SaaS or tech-enabled companies
- 3+ years leading teams or cross-functional post-sale programs
- Deep understanding of post-sale motions: onboarding, renewal, expansion, health scoring, and CSO segmentation
- Strong track record in lifecycle design, renewal forecasting, retention analysis, and process optimization
- Hands-on experience with CRM and CSO platforms (Salesforce/Zendesk required)
- SFDC service cloud experience
- Proven ability to lead change management across systems, processes, and people
- Strong analytical toolkit (Excel, BI tools like Looker/Tableau; SQL a plus)
- Exceptional cross-functional communication and executive influence
What the job involves
- Customer Lifecycle & Retention Strategy
- Define and optimize customer success engagement models, lifecycle journeys, and team structures by customer segment to maximize value delivery and retention
- Identify key inflection points in the customer journey—onboarding, adoption, maturity—and operationalize playbooks that improve customer outcomes
- Establish health scoring frameworks, renewal workflows, and intervention signals to reduce churn and improve Net Revenue Retention (NRR)
- Partner with Customer Support to ensure the broader post-sale experience is seamless, efficient, and designed to proactively resolve customer pain points
- Expansion & Cross-Sell Motion
- Design and implement installed-base growth strategies in partnership with CSO and Sales—defining plays, identifying triggers, and generating expansion pipeline
- Segment customer base to surface whitespace and attach opportunities; track expansion metrics including ARR growth, attach rates, and penetration by product
- Support the launch and governance of cross-sell/upsell programs with clear routing, lead handoff, play eligibility, and ROI tracking
- Partner with Marketing to support the expansion and retention of customers through campaigns
- Performance Analytics & Forecasting
- Identify dashboards and recurring insights across retention, expansion, onboarding throughput, and customer health to inform leadership decisions
- Define key Customer Success and Customer Support productivity metrics (accounts per CSM, ARR managed per rep, CSAT/NPS impact) and support ongoing headcount planning and team design
- Develop forecast methodologies and renewal risk signals to improve predictability and provide clear views of customer growth and attrition
- Expand reporting to include Support SLAs, deflection rates, and backlog reduction, enabling more precise resource planning and optimization
- Process Optimization & Tooling
- Streamline and scale Customer Success and Customer Support workflows across systems (Salesforce, Zendesk, Forethought, etc.)—from onboarding to renewals and upsell workflows
- Lead cross-functional change initiatives, including new tooling rollouts, workflow redesigns, and automation improvements
- Partner with RevTech and Enablement to ensure adoption and continued evolution of CSO tools, dashboards, and processes
- Continuously identify operational inefficiencies across CSM and Support processes—and drive solutions that improve speed, scalability, and consistency
- Balance automation, AI integration and best-in-class technology with customer-centric design to protect and elevate the service experience
- Strategic Planning & Cross-Functional Insights
- Lead operational cadence across Customer Success—QBRs, forecast reviews, post-sale planning, and performance reviews
- Partner with Finance, Sales, Marketing, and Product to support annual planning, coverage modeling, and post-sale investment decisions
- Provide executive-ready insights across customer trends, NRR drivers, segmentation opportunities, and CSO team effectiveness
- Act as a key driver of operational excellence—ensuring our systems, processes, and planning scale effectively as we grow customer volume and revenue
- Camaraderie – Collaborate transparently with Sales, Finance, Legal, Product, and RevTech to move deals forward quickly and fairly
- Openness – Default to clear documentation of pricing policy, approval decisions, and exception rationales; share insights broadly
- Grit – Lean into complex, high-stakes negotiations; stay calm and solutions‑oriented through quarter-end crunches
- Integrity – Safeguard margin discipline and compliance (commercial, legal, and revenue recognition) while helping the field win
- Simplicity – Design pricing frameworks, approvals, and tools that are easy to understand and apply at scale
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, worth over $20 billion annually and predicted to grow to over $50 billion annually by 2030 - 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.
Solutions delivered by Justworks have proven to be extremely popular with SMEs, and this has not gone unnoticed by investors, with the company picking up exceptional amounts of funding. Justworks is known to have sights on going public, though action towards this end has been delayed until global mass-market conditions have settled from a period of volatility. However, the company's acquisition of
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.
- Engineering Apprenticeship program that supports internal movement and growth
Company HQ
Fulton Ferry District, NY
Leadership
Isaac Oates
(Executive Chair)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.
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