Scaled Customer Success Manager

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 and retention while increasing Justworks revenue. You thrive in a fast-paced startup environment and have a passion for lifelong learning.You are a great communicator, being able to simplify complex concepts into clear, easy-to-understand terms. You are energized by understanding customer goals, identifying risk and opportunity signals, and helping businesses get more value from the products they use.

As a Scaled Customer Success Manager, you will be focused on engaging with our non-managed customers at critical moments during their lifecycle, and ensuring their long-term success on the Justworks platform. Your willingness to cross collaborate, superb de-escalation skills, and customer centricity will be instrumental to your success. 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.

• Own proactive engagement for a portfolio of non-managed customers through one-to-many strategies, responding to account health signals and executing retention playbooks at key lifecycle moments to drive growth, retention, satisfaction, and long-term success.
• Lead high-impact retention and lifecycle conversations, including managing discounting and renewal negotiations, articulating the value of the Justworks platform, and confidently positioning against competitors.
• Drive customer value and revenue expansion by conducting targeted business reviews, promoting key products and initiatives, identifying and qualifying upsell/cross-sell opportunities, and partnering with Sales to facilitate growth.
• Serve as a trusted advisor and customer advocate, providing expert guidance across Justworks’ evolving product and service offerings, translating complex topics (e.g., health insurance, compliance, taxes) into clear, actionable insights.
• Partner cross-functionally with Customer Success, Support, Sales, and other internal teams to deliver a seamless customer experience, while surfacing trends, risks, and feedback that inform retention strategy.
• Display a high level of professionalism and compassion when working with each account on sensitive matters
• Other duties as needed based on department and/or organizational needs

As a Scaled Customer Success Manager, 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:

• 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.
• Customer focus - builds strong customer relationships and delivers customer-centric solutions.

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.”

• 3-4 years minimum professional experience in complex customer service or client-facing role - preferably in B2B SaaS environment or B2B contact center
• Experience in healthcare, HR, or insurance industries preferred
• Experience in HR Tech/SaaS is a plus
• Strong attention to detail with the ability to manage competing priorities and multi-task
• Demonstrated track record of a passion for customer centricity and driving retention strategies
• Aptitude to be consultative and innovative when problem-solving
• Strong verbal and written communication skills, with the ability to break down complex concepts into simple terms
• Excellent at time management, organization, and prioritizing tasks
• Experience with Zendesk, JIRA, Talkdesk, Google Suite, Microsoft Office or related tools

The base wage range for this position based in our New York City Office is targeted at $35.58 to $43.27 per year.

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