Manager, Customer Success

Justworks•New York, NY

4h•Hybrid

About The Position

At Justworks, you’ll enjoy a welcoming and casual environment, great benefits, wellness program offerings, company retreats, and the ability to interact with and learn from leaders in the startup community. We work hard and care about our most prized asset - our people. We’re helping businesses get off the ground by enabling them to focus on running their business. We solve HR issues. We’re data-driven and never stop iterating. If you’d like to work in a supportive, entrepreneurial environment, are interested in building something meaningful and having fun while doing it, we’d love to hear from you. We're united by shared goals and shared motivations at Justworks. These are best summed up in our company values, which are reflected in our product and in our team. You are a customer-obsessed leader with a proven track record of developing high-performing, consultative teams that go above and beyond for their customers. You thrive in a fast-paced environment and bring a balance of strategic thinking and hands-on leadership, guiding your team to drive customer satisfaction, deepen relationships, and unlock revenue growth. You are an exceptional listener and communicator who simplifies complexity, empowers your team to think critically, and fosters a culture of curiosity, accountability, and continuous learning. As a Manager of Customer Success, you will coach and develop Customer Success Managers to act as trusted advisors and extensions of their customers’ teams. You will enable your team to advocate for customers, identify and act on growth opportunities, and partner cross-functionally to drive meaningful outcomes. By elevating both the customer experience and your team’s commercial acumen, you will ensure long-term customer success on the Justworks platform while contributing to overall business growth.

Requirements

5+ years of professional experience in customer success, account management, or relationship management, with at least 1+ years of people management or team leadership experience
Proven track record of building, coaching, and developing high-performing, consultative teams that drive customer satisfaction, retention, and revenue growth
Proven ability in owning, growing and retaining a book of business
Strong business acumen with the ability to guide teams in identifying expansion opportunities, navigating complex customer scenarios, and delivering measurable value
Exceptional communication and interpersonal skills, with the ability to influence, coach, and simplify complex concepts for both internal and external audiences
Demonstrated ability to operate strategically while executing tactically in a fast-paced, evolving environment
Strong analytical and problem-solving skills, with experience leveraging data to inform decisions, identify trends, and drive improvements
Highly organized with the ability to manage competing priorities, scale processes, and drive operational excellence across a team
Collaborative and adaptable leader who partners effectively cross-functionally and fosters a culture of accountability, curiosity, and continuous learning

Nice To Haves

Experience in healthcare, HR, insurance, or HR Tech/SaaS environments preferred

Responsibilities

Hire, onboard, and develop a high-performing team of Customer Success Managers
Coach and empower CSMs to build strong, consultative relationships with customers, deeply understand their business goals, and consistently demonstrate value throughout the customer lifecycle
Guide your team in proactively driving customer satisfaction, retention, and growth through routine engagement, business reviews, and promotion of Justworks products and solutions
Monitor team portfolios to identify risks and opportunities, coaching CSMs on retention strategies, expansion, and navigating complex customer challenges
Partner cross-functionally to advocate for customer needs, share trends and insights, and drive improvements that enhance the customer experience and influence product and business decisions
Elevate your team’s ability to simplify complex concepts and manage sensitive or high-impact customer situations with professionalism and empathy, communicating directly with customers as needed
Drive operational excellence by refining processes, improving quality, and holding the team accountable to key metrics such as customer health, adoption, retention, and revenue growth
Support and develop your team through regular 1:1s, performance feedback, and career development, fostering a culture of accountability, curiosity, and continuous learning
Other duties as needed based on department and/or organizational needs