Leading the Customer Success team for Justworks' largest customers is the core of this leadership role, driving revenue growth and ensuring exceptional customer experiences. This position suits a strategic business leader and exemplary people manager who can set the vision for Customer Success as the company grows.
Responsibilities
Lead Justworks' Customer Success team with a customer success-minded vision grounded in revenue growth
Oversee and lead a 60+ person organization responsible for Justworks’ largest customers, providing strategic guidance throughout their Justworks journey
Provide strategic support through all aspects of a company’s time with Justworks, including annual health insurance renewals, product optimization, evaluation, and adoption of new products and solutions
Focus on driving success within the named account segment through mentoring and planning for a team of Customer Success Managers and their frontline managers
Foster a best-in-class servicing organization through partnership with key stakeholders, including customers, to ensure viable and value-adding services to the business
Report directly to the Senior Director of Customer Success
Drive happiness for customers while simultaneously increasing revenue to the business
Lead, expand, and mentor the CSM team by setting the strategy, prioritizing Objectives and Key Results (OKRs), as well as hiring, training, and developing a world-class team
Drive customer lifetime value by ensuring customers maximize the value of services and products provided
Co-create and execute a customer-led revenue generation strategy in partnership with the Director of Growth & Retention, activating the named business into measurable pipeline and recurring revenue
Own revenue targets and operating rhythms for Customer Success, identifying and prioritizing opportunities while ensuring trust with the named book is not jeopardized
Represent the voice of the customer and influence internal stakeholders by promoting a customer-centric mindset across the organization
Partner closely with the account development team to engage with existing customers to reach business revenue goals
Display a high level of professionalism and compassion when working with employees and customers
Perform other duties, as needed, based on department and/or organizational needs
Requirements
Be a strategic business leader, striking the right balance of ensuring exceptional customer experiences, managing to key performance indicators including retention and growth, and setting the strategic vision for Customer Success
Be an exemplary people manager, investing in people, developing their skills, providing new experiences, and growing their knowledge about partnering and managing customers in a complex and ever-changing industry
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Be a problem solver, genuinely enjoying figuring out how and why things work, and looking to optimize for customers and scale for Justworks
Be a proactive relationship builder, partnering with key stakeholders, including customers and internal, cross-functional partners, to ensure business growth and that the Customer Success team is best-in-class
Be consultative, focusing on building relationships, understanding problems, and developing solutions through open-ended questions and active listening
Take responsibility, being accountable, committed, and accepting ownership for decisions, actions, and behavior
Be adaptable, adjusting approach or actions in response to changes in the external environment
Be solution-oriented, identifying the source of a question or challenge and providing the right, or a better, way of doing things
Be curious, with an innate desire to learn, grow, and understand
Minimum of 10 years of professional experience, ideally in customer success, account management, account development, customer support, professional services, or related fields
Minimum of 6 years of people management experience building and managing large (60+ employees) customer-facing teams in a fast-paced, dynamic environment
Experience in driving commercial outcomes and results, specifically with existing customers
Experience working with complex products and communicating complicated ideas and processes in an easy-to-understand way
Ability to architect success delivery models that align with current customer segments, deliver customer value, and scale with growth projections
Comfortable advocating for customers with the ability and willingness to engage directly with customers
Approach decision-making with a data-driven mindset to experiment and iterate
Passionate about the Customer Success team identity of being Humans, Owners, Optimists, and Experts, and an approach of service excellence
Aligned with Justworks' mission and share core values: Camaraderie, Openness, Grit, Integrity, and Simplicity
Experience in tech/SaaS a plus
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 overall wellness on topics like nutrition, budgeting, mindfulness, and more
All offers include equity
Opportunities to earn more over time with promotions and tenure
Extensive learning and development opportunities through workshops, ExecOnline, Udemy, and BetterUp coaching
Apprenticeship program that supports internal movement and growth
Justworks takes the busyness out of growing a business and alleviates the unknown.
