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SalaryWho 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.
We're helping businesses get off the ground by enabling them to focus on running their business. We solve HR issues. We're data-driven and never stop iterating. If you'd like to work in a supportive, entrepreneurial environment, are interested in building something meaningful and having fun while doing it, we'd love to hear from you.
We're united by shared goals and shared motivations at Justworks. These are best summed up in our company values, which are reflected in our product and in our team.
Our Values
If this sounds like you, you'll fit right in.
Who You Are
You are a service strategy enthusiast and have a global mindset. You are passionate about building and leading service teams. You have a strong track record of success, and are excited to build from scratch, test, trial and implement. You are confident and excited to build (and rebuild) operational processes, move quickly to solve open ended problems.
You are a great coach to current and future Customer Success leaders. You can work cross-functionally to gain a consensus and achieve extraordinary results. You can inspire people and help others learn, develop and grow. You love to roll up your sleeves and set up individuals for success every step of the way.
As the Senior Manager, International Customer Success, you will be responsible for building and leading a team that is responsible for servicing Justworks International customers across our multiple product offerings. You will be responsible for driving successful adoption and optimization of our products, ensuring value realization, and extending the lifetime value of the Justworks product for our customers. You will liaise with the broader Justworks Customer Success Organization to identify demand for International products within our existing customer base. You will be accountable for building, scaling, and leading a team that will be accountable for tracking KPIs, recruiting new Customer Success professionals, and hitting our company-wide objectives and goals. This position plays a key role in driving customer happiness, goals, product utilization, cross-functional collaboration, and revenue expansion across the business.
Your Success Profile
What You Will Work On
- Create, lead, grow, and mentor the International Customer Success team by setting the strategy, prioritizing Objectives and Key Results (OKRs), as well as hiring, training, and developing a world-class team
- Have direct oversight of our International Consultants, handling general management responsibilities such as conducting 1:1s, leading regular team meetings, generating reports, and conducting annual performance reviews
- Work in partnership with our International Onboarding team and Customer Success Management team, creating alignment across the customer journey and strategize to deliver the best experience for our International customer base
- Drive customer lifetime value by helping to define the International customer journey and deploying programs to help drive business value with customers, customer goal achievement and new features
- Design and implement strategic plans and strategies to reach ambitious targets
- Work under International leadership with dotted-line accountability to the CSO organization, and collaborate with the broader Sales organizations to achieve our operating plan
- Represent the voice of the customer and influence internal stakeholders by promoting a customer-centric mindset across the organization
- Partner closely with the Sales teams to engage with leaders at existing customers to define goals and leverage our products and services to achieve them
- Display a high level of professionalism and compassion when working with employees and customers
- Inspire and consistently engage, level up and develop your direct reports
- Travel to our international hubs and domestic locations to help build, scale and orient teams and offices
- Perform other duties as needed based on department and/or organizational needs
How You Will Do Your Work
As a Senior Manager of International Customer Success, how results are achieved is paramount for your success and ultimately result in our success as an organization. In this role, your foundational knowledge, skills, abilities and personal attributes are anchored in the following competencies:
- Foundational Customer Success knowledge - the specific set of Customer Success and sales skills and knowledge a person possesses
- 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.
- Good judgment - the exercise of critical thinking, analyzing and assessing problems and implications, identifying patterns, making connections of underlying issues, understanding risks and developing mitigation strategies, and taking ownership of the outcome.
- 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.
- Clear communication - the ability to articulate thoughts and express ideas effectively using oral, written, visual and non-verbal communication skills, as well as listening skills to gain understanding.
- Results-driven - consistently achieves results, even under challenging circumstances.
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 Customer Success, operations, or sales experience
- Minimum of 5 years of people management experience, with experience managing and leading managers
- Track record of achieving and surpassing expectations
- Experience leading large teams and delivering to KPIs – ideally teams of 15 or more people
- Track record of building, executing and hitting sales plan
- Passionate about our Justworks Customer Success Organization values of being Humans, Owners, Optimists and Experts, and our approach of service excellence
- Experience in tech/SaaS a plus
- Experience working with complex, mission-critical products and communicating complicated ideas and processes in an easy-to-understand way
- Ability to architect success delivery models that align with current customer segments, deliver customer value and scale with growth projections
- Comfortable advocating for customers with the ability and willingness to engage directly with customers
- Flexibility to travel a minimum of 10% and up to 25% of each quarter
The base wage range for this position based in our New York City Office is targeted at $137,500.00 - $158,125.00 per year.
#LI-Hybrid #LI-AG1
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.
For more information about Justworks' Total Reward Philosophy, including all of the perks and benefits we are proud to offer our team members, please visit Total Rewards @ Justworks.
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.
Our DEIB Report and Our DEI Commitment
