Who You Are

You’re an exemplary manager. You put your people before all else and are always thinking about how to develop their skills, provide them with new experiences, and grow their knowledge about servicing customers. You’re a problem solver who genuinely enjoys figuring out how and why things work.

As a Senior Manager of Customer Success Management, you will function as a brand owner, relationship manager, and retention master. You will be critical to the success of Justworks and our continued growth and success as a business.

Your role entails being the face of Justworks to many of our customers and taking care of our “base” as those customers grow and change over time. Your role involves both the strategy needed to manage a large, important function and the customer service acumen to dive into specific customer issues that might affect customer satisfaction and retention. You will serve as the functional lead for Customer Success Management and will report directly to the Director of Customer Success.

Your Success Profile

What You Will Work On

• Lead a team of managers, supporting them in their day-to-day work and ongoing development
• Develop and share best practices around customer satisfaction and retention
• Scale and grow the Customer Success Management group to meet the needs of our customers, including process improvement, team interviewing, hiring and performance management
• Own the key performance metrics of customer satisfaction, retention, growth, and contraction for those businesses under your management
• Implement systems that make Customer Success Managers more efficient and effective in their jobs, ideally focusing them on high-value, high-impact work centered relationship management and revenue
• Develop and refine team processes, with an eye toward improving employee and customer experiences
• When needed, communicate directly with customers, especially in escalated cases or situations where a second opinion or assistance is required
• Stay up to date on Customer Success industry norms and best practices, especially those that could impact Justworks and our employees (book size, ARR under management, quarterly business reviews, KPIs, etc.)
• Display a high level of professionalism and compassion when working with employees and customers
• Handle general management responsibilities, such as conducting 1:1s, leading regular team meetings, generating reports, and conducting annual performance reviews

• Other duties as needed based on department and/or organizational needs.

How You Will Do Your Work

As a Senior Manager of Customer Success Management, how results are achieved is paramount for your success and ultimately results in our success as an organization. In this role, your foundational knowledge, skills, abilities, and personal attributes are anchored in the following competencies:

• Consultative - takes an approach that focuses on building relationships with others, understanding their problems, and developing solutions to their challenges through open-ended questions and active listening.
• Taking responsibility - being accountable, being committed, and accepting ownership for one's decisions, actions, and behavior.
• Adaptability - the ability to adjust your approach or actions in response to changes in your external environment.
• Solution-oriented - identifies the source of a question or challenge and provides the right, or a better, way of doing things.
• Curious - the innate desire to learn, grow and understand.

In addition, all Justworkers focus on aligning their behaviors to our core values known as COGIS. It stands for:

• Camaraderie - Day to day you can be seen working together toward a higher purpose. You like to have fun. You’re an active listener, treat people respectfully, and have a strong desire to know and help others.
• Openness - Your default is to be open. You're willing to share information, understand other perspectives, and consider new possibilities. You’re curious, ask open questions, and are receptive to thoughts and feedback from others.
• Grit - You demonstrate grit by having the courage to commit and persevere. You’re committed, earnest, and dive in to get the job done well with a positive attitude.
• Integrity - Simply put, do what you say and say what you'll do. You’re honest and forthright, have a strong moral compass, and strive to match your words with your actions while leading by example. 
• Simplicity - Be like Einstein: “Everything should be made as simple as possible, but no simpler.”

Qualifications

• Minimum of 10 years of experience in customer success, relationship management or account management, ideally in the PEO/HR/benefits space
• Minimum of 5 years of people management experience
• Willingness to take the time to learn the team and the CSM org in order to impact change
• Track record of excellence with coaching managers that leads to the achievement of KPIs and metrics
• Able to de-escalate difficult customer issues with highly sensitive subject matter and lead with empathy
• Comfortable handling challenging situations over the phone, with the ability to be empathetic, compassionate, responsive, and resourceful
• Passionate about our CS team identity of being Humans, Owners, Optimists, and Experts, and our approach to service excellence to our customers
• Experience in HR tech/SaaS a preferred

The base wage range for this position based in our New York City Office is targeted at $137,500.00 to $158,125.00 per year.

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