Customer Success Manager

Who We Are

At Justworks, you’ll enjoy a welcoming and casual environment, great benefits, wellness program offerings, company retreats, and the ability to interact with and learn from leaders in the startup community. We work hard and care about our most prized asset - our people.

Who You Are

You are a customer fanatic with a proven track record of going above and beyond for your customers. You are consultative and innovative in your thinking, and enjoy figuring out how to drive customer satisfaction while increasing Justworks revenue. You thrive in a fast-paced startup environment and have a passion for lifelong learning. You are a great listener who is able to see the bigger picture and simplify complex concepts into clear, easy-to-understand solutions. You are an advocate who is not afraid to ask questions, find and capitalize on new revenue opportunities, and partner with others to effect change!

Your Success Profile

As a Customer Success Manager, you will develop strong relationships with your customers and ensure their long-term success on the Justworks platform. You will work as an extension of their teams, identifying ways for them to grow with Justworks. Customer Success Managers are both the customer’s voice here at Justworks and also the face of the Justworks brand to our customers. They are focused on finding ways to build trust, stay attuned to their book’s needs, and help catalyze company growth or expansion with our product. Needless to say, Customer Success Managers play a vital role at Justworks, and we are building a world-class team!

What You Will Work On

• Manage and service a dedicated book of business, proactively identifying opportunities for growth and retention by leveraging market insights, customer success tools and multi-threaded relationship management.
• Build and maintain strong relationships with key stakeholders, including administrators and executives, to deeply understand their business objectives and align Justworks' solutions to their evolving needs.
• Drive consistent customer value and satisfaction through regular check-ins, strategic business reviews, and proactive support that anticipates and addresses client challenges before they arise.
• Triage, oversee and/or service customer queries by providing education, routing to the proper internal teams where necessary, and driving solutions with cross-functional partners.
• Champion the Justworks brand and product suite, developing a comprehensive knowledge of our offerings and clearly articulating our value proposition to both current and prospective customers.

How You Will Do Your Work

• 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.

Qualifications

• Minimum of 2-4 years of professional experience in account management, relationship management, customer success, or a complex customer service environment
• Experience in Lead generation for B2B in a high-velocity setting (i.e., SaaS, PEO, Fintech)
• Experience in healthcare, HR, or insurance industries preferred
• Experience in HR Tech/SaaS is a plus
• Excellent organizational, written, and verbal communication skills
• Excellent interpersonal and communication skills, and demonstrates the ability to listen to gather important information during a sales call and/or meeting
• Able to simplify complicated topics and explain them in terms people can easily understand
• Able to apply creative solutions to a variety of issues in a fast-paced environment
• 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
• Able to work as part of a team and be resourceful and adaptable

Pay

The base wage range for this position based in our New York City Office is targeted at $39.42 to $47.60 per year. In addition to base salary, this role is eligible for incentive compensation with a competitive On-Target Earnings (OTE) potential of $90,200 - $108,900. Final compensation within the range will be determined by factors including, but not limited to, the candidate's specialized skill set, experience, and relevant education or training. *Incentive compensation is discretionary, not guaranteed, and is governed by the terms of the applicable company incentive plan.

Benefits

Actual compensation is based on multiple factors that are unique to each candidate, including and not limited to skill set, level of relevant experience, and specific work location. Salary ranges for positions based in other locations may differ based on the cost of labor in that location.

Additional Information

Diversity At Justworks
Justworks is committed to maintaining a workplace where diversity of identity, culture, and life experience is the norm and is celebrated authentically and respected consistently. Diversity in our work, our people, and our product drives creativity and innovation, entrepreneurial leadership and integrity, competitiveness, and collaboration throughout our business and in the market. We depend on our differences to make our team stronger, our workplace more dynamic, and our product accessible to all of our customers.

We’re proud to be an equal opportunity employer open to all qualified applicants regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital or familial status, disability, pregnancy, gender identity or expression, veteran status, genetic information, or any other legally protected status. Justworks is fully dedicated to providing necessary support to candidates with disabilities who may require reasonable accommodations. We also provide reasonable accommodations to employees based on their sincerely held religious beliefs, as well as for other covered reasons consistent with applicable federal, state, and local laws. If you're in need of a reasonable accommodation, please reach out to us at accommodations@justworks.com. Your comfort and success matter to us, and we're here to ensure an inclusive experience.

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