Customer Success Manager, Justworks
$122-134.2k
Business operations platform
Posted today
Business operations platform
1001+ employees
Posted today
$122-134.2k
1001+ employees
Company mission
Justworks' mission is to help entrepreneurs and businesses grow with confidence.
Role
Who you are
- 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
- Minimum of 5 years of experience in customer success, relationship management or account management, ideally in the PEO/HR/benefits space
- Minimum of 2 years of people and team management experience required
- Proven experience with mentoring and/or coaching team members
- Experience in HR Tech/SaaS is a preferred
- Demonstrated track record of passion for Customer Success
- Expertise in developing and educating on retention strategies
- Track record of excellence with achieving team KPIs and metrics
- Impeccable organizational, written and verbal communication skills with acute attention to detail
- Aptitude to be consultative and innovative when problem-solving
- Aptitude for learning new subject matter, and helping others learn and develop as well
What the job involves
- 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
- 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.”
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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