Director of Customer Success

Join Justworks as the Director of Customer Success, where you will lead a 60+ person organization responsible for our largest customers. You will drive revenue growth, mentor and develop your team, and represent the voice of the customer within the organization. This is a key leadership role that directly impacts customer happiness and business success.

• Lead and mentor a team of Customer Success Managers, setting the strategy and prioritizing objectives to drive customer satisfaction and revenue growth.
• Oversee and lead a 60+ person organization responsible for Justworks’ largest customers, providing strategic guidance and support throughout their journey.
• Co-create and execute a customer-led revenue generation strategy in partnership with the Director of Growth & Retention, activating the named business into measurable pipeline and recurring revenue.

• A problem solver- you genuinely enjoy figuring out how and why things work, and looks to optimize for the customers and scale for Justworks
• A strategic business leader- you strike the right balance of ensuring exceptional customer experiences, managing to key performance indicators including retention and growth, and setting the strategic vision for Customer Success as Justworks grows
• An exemplary people manager- you invest in your people, and are always thinking about how to develop their skills, provide them with new experiences, and grow their knowledge about partnering and managing customers in our complex and ever changing industry
• A proactive relationship builder- you partner with key stakeholders, including our customers and internal, cross-functional partners, to ensure the growth of the business and that the Customer Success team is best-in-class
• In order to be successful, the Director will need to be:
• 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
• 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
• Adaptability-The ability to adjust your approach or actions in response to changes in your external environment
• Taking responsibility- Being accountable, being committed, and accepting ownership for one's decisions, actions, and behavior
• Approach decision making with a data-driven mindset to experiment and iterate
• Minimum of 10 years of professional experience, ideally in customer success, account management, account development, customer support, professional services or related fields
• Aligned with Justworks' mission and share our core values: Camaraderie, Openness, Grit, Integrity and Simplicity
• Ability to architect success delivery models that align with current customer segments, deliver customer value and scale with growth projections
• Experience in tech/SaaS a plus
• Experience in driving commercial outcomes and results, specifically with existing customers
• Minimum of 6 years of people management experience building and managing large (60+ employees) customer-facing teams in a fast-paced, dynamic environment
• Comfortable advocating for customers with the ability and willingness to engage directly with customers
• Experience working with complex products and communicating complicated ideas and processes in an easy to understand way
• Passionate about our Customer Success team identity of being Humans, Owners, Optimists and Experts, and our approach of service excellence