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 ICs 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 know how to both retain NRR, as well as expand it through referral generation within your team’s book. You are passionate about creating curated customer experiences, and able to translate that vision to your teams and cross functional partners. Ambiguity, collaboration and open-ended problem solving are skills you thrive in leveraging.

You are responsible for ensuring the team can deliver to the Justworks mission: ensuring that small business can grow with Justworks. You’ve overseen large teams (i.e.30+ ICs) and have been directly responsible for growing, expanding and retaining a book of business. In this role, you will be critical to the success of Justworks and our continued growth as a business. You will serve as a functional lead for Customer Success Management and will report directly to the Senior Director of Customer Success, frequently interacting with our executive leadership to report out on business and sentiment.

Your Success Profile

What You Will Work On

• Lead a team of managers, supporting them in their day-to-day work and ongoing development
• Ensure that all levels of your team are able to reach their goals and/or performance manage as needed
• Develop, scale and grow the Customer Success Management team to meet the needs of our customers, including operations, process improvement, team interviewing, hiring and performance management
• Own the key performance metrics of customer satisfaction, service level, and quality assurance.
• Directly responsible for revenue retention and revenue growth 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
• When needed, communicate directly with customers, especially in critical 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
• Ensure the team delivers to their customer milestones, while growing NRR and delivering to all KPIs
• 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
• Minimum of 5 years of people management experience, at least 2 years of managing other managers
• 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 or Zoom, 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

#LI-Hybrid #LI-KC2

The base wage range for this position based in our New York City Office is targeted at $145,000.00 to $166,750.00 per year.