Customer Success Manager

Justworks • New York, NY

175d • $36 - $39 • Hybrid

About The Position

As a Customer Success Manager at Justworks, you will develop strong relationships with your customers and ensure their long-term success on the Justworks platform. You will work as an extension of their teams, acting as the customer's voice and the face of the Justworks brand. Your role will involve engaging with customers to understand their business objectives, proactively ensuring customer satisfaction, and driving value through routine interactions and business reviews. You will also monitor customer health, promote new products, and advocate for customers by communicating their feedback to internal teams. This position is vital for catalyzing company growth and creating Justworks advocates.

Requirements

• Minimum of 2-4 years of professional experience in account management, relationship management, customer success, or a complex customer service environment.
• Experience in healthcare, HR, 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.

Nice To Haves

• Experience in healthcare, HR, or insurance industries preferred.
• Experience in HR Tech/SaaS is a plus.

Responsibilities

• Engage and develop relationships with administrators and executives to understand customer business objectives and needs.
• Proactively ensure customer satisfaction and drive value through routine interactions and business reviews.
• Monitor and identify customers at risk to initiate retention strategies proactively.
• Promote new key products, benefits, and program initiatives to customers.
• Provide expert-level guidance to customers around Justworks' product and service offerings, identifying and facilitating new sales opportunities.
• Identify opportunities to create Justworks advocates by promoting referral programs and engagement incentives.
• Advocate for customers by highlighting trends, challenges, and feedback to internal teams.
• Act as the primary liaison between the customer, Justworks, and third parties, facilitating introductions as needed.
• Conduct conversations for Health Insurance Renewals and End Of Year, driving completion in partnership with Customer Success Operations Specialists.
• Partner with Customer Success Operations Specialists to explain complicated concepts in simple terms as needed.
• Organize and project manage complex issues internally to ensure customer success on the platform.
• Display professionalism and compassion when working with accounts on sensitive matters.

Benefits

• Welcoming and casual environment
• Great benefits
• Wellness program offerings
• Company retreats
• Opportunity to interact with leaders in the startup community

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Industry: Professional, Scientific, and Technical Services
• Number of Employees: 1,001-5,000 employees