Senior Manager of Customer Success, Justworks
$145-166.8k
Business operations platform
Be an early applicant
Business operations platform
1001+ employees
Be an early applicant
$145-166.8k
1001+ employees
Company mission
Justworks' mission is to help entrepreneurs and businesses grow with confidence.
Role
Who you are
- As a Senior Manager of Customer Success Management, you will function as a commercial owner; leading teams to deliver to our success strategy and retention goals
- You’re an exemplary customer success leader, with experience overseeing ICs and managers in the post-sale environment
- You know how to build and run teams that can activate against opportunity, meeting the customer in their journey and making it easy for them to remain committed to Justworks as their provider
- You know how to both retain NRR, as well as expand it through referral generation within your team’s book
- You are passionate about creating curated customer experiences, and able to translate that vision to your teams and cross functional partners
- Ambiguity, collaboration and open-ended problem solving are skills you thrive in leveraging
- You are responsible for ensuring the team can deliver to the Justworks mission: ensuring that small business can grow with Justworks
- You’ve overseen large teams (i.e. 30+ ICs) and have been directly responsible for growing, expanding and retaining a book of business
- Minimum of 10 years of experience in customer success, relationship management or account management
- Minimum of 5 years of people management experience, at least 2 years of managing other managers
- Track record of excellence with coaching managers that leads to the achievement of KPIs and metrics
- Able to de-escalate difficult customer issues with highly sensitive subject matter and lead with empathy
- Comfortable handling challenging situations over the phone or Zoom, with the ability to be empathetic, compassionate, responsive, and resourceful
- Passionate about our CS team identity of being Humans, Owners, Optimists, and Experts, and our approach to service excellence to our customers
- Experience in HR tech/SaaS a preferred
What the job involves
- In this role, you will be critical to the success of Justworks and our continued growth as a business
- You will serve as a functional lead for Customer Success Management and will report directly to the Senior Director of Customer Success, frequently interacting with our executive leadership to report out on business and sentiment
- Lead a team of managers, supporting them in their day-to-day work and ongoing development
- Ensure that all levels of your team are able to reach their goals and/or performance manage as needed
- Develop, scale and grow the Customer Success Management team to meet the needs of our customers, including operations, process improvement, team interviewing, hiring and performance management
- Own the key performance metrics of customer satisfaction, service level, and quality assurance
- Directly responsible for revenue retention and revenue growth for those businesses under your management
- Implement systems that make Customer Success Managers more efficient and effective in their jobs, ideally focusing them on high-value, high-impact work centered relationship management and revenue
- When needed, communicate directly with customers, especially in critical cases or situations where a second opinion or assistance is required
- Stay up to date on Customer Success industry norms and best practices, especially those that could impact Justworks and our employees
- Ensure the team delivers to their customer milestones, while growing NRR and delivering to all KPIs
- Display a high level of professionalism and compassion when working with employees and customers
- 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 Senior Manager of Customer Success Management, how results are achieved is paramount for your success and ultimately results in our success as an organization
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 2024 acquisition of the international employment-of-record (EOR) company Via is a promising sign of it's continued strength.
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
(Founder & Directive)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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