Senior Customer Success Manager, International

Justworks•New York, NY

2d•$44 - $53•Onsite

About The Position

As a Senior Customer Success Manager of International, you will play a critical role in enabling Justworks’ international growth. You will work cross-functionally to help architect solutions that scale globally while bringing our customers confidence every step of the way which is paramount in fulfilling our commitment to small businesses and their employees all over the world. You will be responsible for servicing Justworks customers utilizing our multiple products and platform services, with a focus on international growth. You will be responsible for driving successful adoption and optimization of our international products alongside our core products and platform, ensuring value realization, and extending the lifetime value of the Justworks solution for our customers through cross-sell, upsell and retention strategy.

Requirements

Minimum 5+ years of professional experience in account management, relationship management, customer success, or a complex customer service environment
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
Strong customer retention track record

Nice To Haves

Experience in healthcare, HR, Employer of Record (EOR), or insurance industries preferred
Experience in HR Tech/SaaS is a plus
Multilingual fluency is a plus.

Responsibilities

Engage and develop relationships with administrators and decision-makers during the customer lifecycle to develop an understanding of the customer’s business objectives and needs.
Ensure customers feel supported as we expand into new markets and liaise with key stakeholders internally to ensure that rollouts are seamless for the customer.
Strategically identify, meticulously vet, and spearhead the facilitation of high-impact sales opportunities to drive sustainable business growth.
Be responsible for owning and growing your book of business and hitting or exceeding quarterly NRR targets.
Deep focus on international expansion, including new country revenue growth as well as global benefits adoption.
Influence Company-wide initiatives to enhance customer engagement and advocacy with a focus on international products, collaborating closely with Marketing, Sales and other internal stakeholders.
Collaborate with Product to influence the product roadmap based on customer feedback and market trends.
Advocate for the customer by highlighting and communicating trends, challenges, and other feedback to internal Justworks teams with a focus on international needs.
Organize and project manage complex issues internally in partnership with International Consultants, Operations, Sales and Onboarding to ensure the success of the customer on the platform.
Monitor and identify customers that are at risk to initiate retention strategies proactively.
Contribute to the evolution of servicing international customers by identifying opportunities for process improvement, automation, knowledge-sharing, and scaling best practices across the team.
Other duties as needed based on department and/or organizational needs.