Scaled Customer Success Manager

Justworks•New York, NY

3d•$36 - $43•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 fanatic with a proven track record of going above and beyond for your customers. You are consultative and innovative in your thinking, and enjoy figuring out how to drive customer satisfaction and retention while increasing Justworks revenue. You thrive in a fast-paced startup environment and have a passion for lifelong learning.You are a great communicator, being able to simplify complex concepts into clear, easy-to-understand terms. You are energized by understanding customer goals, identifying risk and opportunity signals, and helping businesses get more value from the products they use. As a Scaled Customer Success Manager, you will be focused on engaging with our non-managed customers at critical moments during their lifecycle, and ensuring their long-term success on the Justworks platform. Your willingness to cross collaborate, superb de-escalation skills, and customer centricity will be instrumental to your success. You are an advocate who is not afraid to ask questions, find and capitalize on new revenue opportunities, and partner with others to effect change.

Requirements

3-4 years minimum professional experience in complex customer service or client-facing role - preferably in B2B SaaS environment or B2B contact center
Strong attention to detail with the ability to manage competing priorities and multi-task
Demonstrated track record of a passion for customer centricity and driving retention strategies
Aptitude to be consultative and innovative when problem-solving
Strong verbal and written communication skills, with the ability to break down complex concepts into simple terms
Excellent at time management, organization, and prioritizing tasks
Experience with Zendesk, JIRA, Talkdesk, Google Suite, Microsoft Office or related tools

Nice To Haves

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

Responsibilities

Own proactive engagement for a portfolio of non-managed customers through one-to-many strategies, responding to account health signals and executing retention playbooks at key lifecycle moments to drive growth, retention, satisfaction, and long-term success.
Lead high-impact retention and lifecycle conversations, including managing discounting and renewal negotiations, articulating the value of the Justworks platform, and confidently positioning against competitors.
Drive customer value and revenue expansion by conducting targeted business reviews, promoting key products and initiatives, identifying and qualifying upsell/cross-sell opportunities, and partnering with Sales to facilitate growth.
Serve as a trusted advisor and customer advocate, providing expert guidance across Justworks’ evolving product and service offerings, translating complex topics (e.g., health insurance, compliance, taxes) into clear, actionable insights.
Partner cross-functionally with Customer Success, Support, Sales, and other internal teams to deliver a seamless customer experience, while surfacing trends, risks, and feedback that inform retention strategy.
Display a high level of professionalism and compassion when working with each account on sensitive matters
Other duties as needed based on department and/or organizational needs