Director, Customer Success

Justworks•New York, NY

12h•$188,000 - $242,000•Hybrid

About The Position

As the Director, Customer Success, you will be a vital part of the leadership team for Justworks' broader Customer Success organization. In this role, you will lead Justworks' Customer Success team, bringing a customer success-minded vision grounded in revenue growth, and approach to leading this critical and evolving customer-facing function. You will oversee and lead a 60+ person organization that is responsible for Justworks’ largest customers- providing strategic guidance to them throughout their Justworks journey. The team provides strategic support through all aspects of a company’s time with Justworks- supporting annual health insurance renewals, product optimization and evaluation and adoption of new products and solutions including ancillary benefits features, and more- ensuring total value realization. You will focus on driving success within our named account segment through mentoring and planning for a team of Customer Success Managers and the frontline managers overseeing them. You will foster a best-in-class servicing organization through partnership with key stakeholders, including our customers, to ensure viable and value-adding services to the business. You will report directly to the Senior Director of Customer Success. This position plays a key role in driving happiness for our customers while simultaneously increasing revenue to the business. In order to be successful, the Director will need to be: A strategic business leader- you strike 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 as Justworks grows. An exemplary people manager- you invest in your people, and are always thinking about how to develop their skills, provide them with new experiences, and grow their knowledge about partnering and managing customers in our complex and ever changing industry. A problem solver- you genuinely enjoy figuring out how and why things work, and looks to optimize for the customers and scale for Justworks. A proactive relationship builder- you partner with key stakeholders, including our customers and internal, cross-functional partners, to ensure the growth of the business and that the Customer Success team is best-in-class.

Requirements

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 our Customer Success team identity of being Humans, Owners, Optimists and Experts, and our approach of service excellence
Aligned with Justworks' mission and share our core values: Camaraderie, Openness, Grit, Integrity and Simplicity

Nice To Haves

Experience in tech/SaaS a plus

Responsibilities

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 our services and product provides.
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.