Manager, Customer Success

$109,000 - $119,900/Yr

Justworks - New York, NY

Full-time - Mid Level

New York, NY

Professional, Scientific, and Technical Services

About the position

As a Manager of Customer Success Management at Justworks, you will play a pivotal role in leading and expanding the Customer Success Management team as the company scales. Your primary focus will be on coaching and mentoring Customer Success Managers (CSMs) to reinforce best practices, embody the Justworks brand, and ensure customer satisfaction throughout the customer lifecycle. You will be responsible for guiding your team in their roles as brand owners and product experts, ensuring they effectively communicate and advocate for customer needs within the organization. Your leadership will be crucial in driving engagement and increasing revenue by fostering a culture of continuous improvement and customer-centricity. In this role, you will work closely with CSMs and cross-functional teams to prioritize the voice of the customer, focusing on key metrics such as customer satisfaction, health, churn, product adoption, and retention. You will monitor your team's books of business to identify at-risk customers and trends, providing coaching and support to navigate challenges. Regular interactions, business reviews, and promotion of product solutions will be essential in ensuring that CSMs are delivering value to customers and driving revenue for Justworks. Your responsibilities will also include general management tasks such as conducting one-on-ones, leading team meetings, generating reports, and performing annual performance reviews. You will be expected to adapt your approach based on the evolving needs of the organization and the external environment, demonstrating a consultative and solution-oriented mindset. Your ability to inspire and develop your team will be key to achieving success in this role and contributing to the overall success of Justworks.

Responsibilities

• Lead the hiring and expansion of the Customer Success Management team as the company scales.
• Coach team members in reinforcing Customer Success Management best practices, our CS identity, and the Justworks brand.
• Work closely with Customer Success Managers and internal teams to advocate for customer needs and ensure the voice of the customer is prioritized.
• Focus on continuous process and quality improvement in partnership with cross-functional teams.
• Obsess over key CS metrics of customer satisfaction, health, churn, product adoption, and retention.
• Monitor your team's books of business to identify at-risk customers and highlight trends.
• Proactively ensure customer satisfaction and that CSMs are driving value for customers and revenue for Justworks.
• Educate and advise Customer Success Managers on retention strategies.
• Handle general management responsibilities, such as conducting 1:1s, leading regular team meetings, generating reports, and conducting annual performance reviews.

Requirements

• Minimum of 5 years of experience in customer success, relationship management, or account management, ideally in the PEO/HR/benefits space.
• Minimum of 2 years of people and team management experience required.
• Proven experience with mentoring and/or coaching team members.
• Experience in HR Tech/SaaS is preferred.
• Demonstrated track record of passion for Customer Success.
• Expertise in developing and educating on retention strategies.
• Track record of excellence with achieving team KPIs and metrics.
• Impeccable organizational, written, and verbal communication skills with acute attention to detail.
• Aptitude to be consultative and innovative when problem-solving.
• Aptitude for learning new subject matter and helping others learn and develop.

Nice-to-haves

• Experience in HR Tech/SaaS is preferred.

Benefits

• Competitive salary range of $109,000.00 to $119,900.00 per year.
• Hybrid work model allowing flexibility in work location.