Customer Success Manager • Senior

Who you are

As a Senior Manager of Customer Success Management, you will function as a commercial owner; leading teams to deliver to our success strategy and retention goals. You’re an exemplary customer success leader, with experience overseeing individual contributors and managers in the post-sale environment. You know how to build and run teams that can activate against opportunity, meeting the customer in their journey and making it easy for them to remain committed to Justworks as their provider. You are passionate about creating curated customer experiences, and able to translate that vision to your teams and cross-functional partners.

You understand the importance of customer retention and expansion, and you have a proven track record of achieving Net Revenue Retention (NRR) goals. You thrive in a supportive, entrepreneurial environment and are excited about the opportunity to build something meaningful while having fun. Your leadership style fosters collaboration and encourages your team to excel in their roles, ensuring that customers receive the best possible service and support.

What you'll do

In this role, you will lead the Customer Success team, guiding them in their efforts to enhance customer satisfaction and loyalty. You will develop and implement strategies that align with the company's goals, focusing on customer retention and growth through referrals. You will work closely with cross-functional teams to ensure that customer feedback is integrated into product development and service improvements. Your ability to navigate ambiguity and drive results will be key to your success in this position.

You will also be responsible for mentoring and developing your team members, helping them to grow in their careers while achieving their individual and team objectives. By fostering a culture of continuous improvement, you will empower your team to take ownership of their work and deliver exceptional customer experiences. Your role will involve analyzing customer data to identify trends and opportunities for improvement, ensuring that Justworks remains a trusted partner for our clients.

What we offer

At Justworks, you will enjoy a welcoming and casual environment, great benefits, and wellness program offerings. We believe in the importance of our people and strive to create a supportive workplace where everyone can thrive. You will have the opportunity to interact with and learn from leaders in the startup community, gaining valuable insights and experiences that will help you grow professionally. We encourage you to apply even if your experience doesn't match every requirement, as we value diverse perspectives and backgrounds.