Senior Customer Success Manager, Justworks
International
$44.50 to $48.95 per hour
Business operations platform
Job no longer available
Business operations platform
1001+ employees
Job no longer available
$44.50 to $48.95 per hour
1001+ employees
Company mission
Justworks' mission is 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 while increasing Justworks revenue
- You thrive in a fast-paced startup environment and have a passion for lifelong learning
- You are a great listener who is able to see the bigger picture and simplify complex concepts into clear, easy-to-understand solutions
- 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!
- 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 Justworkers 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 higher purpose. You like to have fun. You’re an active listener, treat people respectfully, and have a strong desire to know and help others
- Openness - Your default is to be open. You're willing to share information, understand other perspectives, and consider new possibilities. You’re curious, ask open questions, and are receptive to thoughts and feedback from others
- Grit - You demonstrate grit by having the courage to commit and persevere. You’re committed, earnest, and dive in to get the job done well with a positive attitude
- Integrity - Simply put, do what you say and say what you'll do. You’re honest and forthright, have a strong moral compass, and strive to match your words with your actions while leading by example
- Simplicity - Be like Einstein: “Everything should be made as simple as possible, but no simpler.”
- Minimum 5+ years of professional experience in account management, relationship management, customer success, or a complex customer service environment
- Experience in healthcare, HR, EOR, or insurance industries preferred
- Experience in HR Tech/SaaS is a plus
- Excellent organizational, written, and verbal communication skills
- Strong attention to detail with the ability to manage competing priorities and multi-task
- Demonstrated track record of a passion for Customer Success and driving retention strategies
- Aptitude to be consultative and innovative when problem-solving
- Ability to work as part of a team and be resourceful and adaptable
- Strong customer retention track record
- Multilingual fluency is a plus
What the job involves
- As a Senior Customer Success Manager of International, you will play a critical role in enabling Justworks’ international growth
- You will work cross-functionally to help architect solutions that scale globally while bringing our customers confidence every step of the way which is paramount in fulfilling our commitment to small businesses and their employees all over the world
- You will be responsible for servicing Justworks customers utilizing our multiple products and services, with a focus on international growth
- You will be responsible for driving successful adoption and optimization of our international products, ensuring value realization, and extending the lifetime value of the Justworks product for our customers through cross-sell, upsell and retention strategy
- Engage and develop relationships with administrators and decision-makers during the customer lifecycle to develop an understanding of the customer’s business objectives and needs
- Ensure customers feel supported as we expand into new markets and liaise with key stakeholders internally to ensure that rollouts are seamless for the customer
- Strategically identify, meticulously vet, and spearhead the facilitation of high-impact sales opportunities to drive sustainable business growth
- Influence Company-wide initiatives to enhance customer engagement and advocacy with a focus on international products, collaborating closely with Marketing, Sales and other internal stakeholders
- Collaborate with Product to influence the product roadmap based on customer feedback and market trends
- Advocate for the customer by highlighting and communicating trends, challenges, and other feedback to internal Justworks teams with a focus on international needs
- Organize and project manage complex issues internally in partnership with International Consultants, Ops, Sales and Onboarding to ensure the success of the customer on the platform
- Monitor and identify customers that are at risk to initiate retention strategies proactively
- Contribute to the evolution of servicing international customers by identifying opportunities for process improvement, knowledge-sharing, and scaling best practices across the team
- Other duties as needed based on department and/or organizational needs
- As a Senior Customer Success Manager, how results are achieved is paramount for your success and ultimately result 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 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.
Salary benchmarks
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