Justworks · 2 days ago
Senior Manager, Customer Success
New York, NY
Full-time
Hybrid
Senior Level, Lead/Staff
$145K/yr - $167K/yr
10+ years expJustworks is a company that helps businesses get off the ground by solving HR issues. As a Senior Manager of Customer Success Management, you will lead teams to achieve success strategy and retention goals, ensuring that small businesses can grow with Justworks.
Bookkeeping and PayrollComplianceEmployee BenefitsHealth InsurancePayments
Responsibilities
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
Qualification
Required
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
Preferred
Experience in HR tech/SaaS
Benefits
Great benefits
Wellness program offerings
Company retreats
Company
Justworks
Justworks is a cloud-based HR and payroll platform that helps small and mid-sized companies manage payroll, benefits, compliance, and HR.
1001-5000 employees
Funding
Current Stage
Late StageTotal Funding
$159.84MKey Investors
FirstMarkRedpointBain Capital Ventures
2023-11-01Series Unknown· $16.84M
2020-01-28Series E· $50M
2018-03-06Series D· $40M
Leadership Team
Michael Seckler
Chief Executive Officer
David Feinberg
Senior Vice President Risk & Insurance Programs
Recent News
Index Ventures
2025-12-29
2025-11-23
2025-10-30
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