Manager, Customer Success

You are a customer-obsessed leader with a proven track record of developing high-performing, consultative teams that go above and beyond for their customers. You thrive in a fast-paced environment and bring a balance of strategic thinking and hands-on leadership, guiding your team to drive customer satisfaction, deepen relationships, and unlock revenue growth. You are an exceptional listener and communicator who simplifies complexity, empowers your team to think critically, and fosters a culture of curiosity, accountability, and continuous learning.

As a Manager of Customer Success, you will coach and develop Customer Success Managers to act as trusted advisors and extensions of their customers’ teams. You will enable your team to advocate for customers, identify and act on growth opportunities, and partner cross-functionally to drive meaningful outcomes. By elevating both the customer experience and your team’s commercial acumen, you will ensure long-term customer success on the Justworks platform while contributing to overall business growth.

• Hire, onboard, and develop a high-performing team of Customer Success Managers
• Coach and empower CSMs to build strong, consultative relationships with customers, deeply understand their business goals, and consistently demonstrate value throughout the customer lifecycle
• Guide your team in proactively driving customer satisfaction, retention, and growth through routine engagement, business reviews, and promotion of Justworks products and solutions
• Monitor team portfolios to identify risks and opportunities, coaching CSMs on retention strategies, expansion, and navigating complex customer challenges
• Partner cross-functionally to advocate for customer needs, share trends and insights, and drive improvements that enhance the customer experience and influence product and business decisions
• Elevate your team’s ability to simplify complex concepts and manage sensitive or high-impact customer situations with professionalism and empathy, communicating directly with customers as needed
• Drive operational excellence by refining processes, improving quality, and holding the team accountable to key metrics such as customer health, adoption, retention, and revenue growth
• Support and develop your team through regular 1:1s, performance feedback, and career development, fostering a culture of accountability, curiosity, and continuous learning
• Other duties as needed based on department and/or organizational needs

As a Manager of Customer Success Management, 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.
• Foundational sales knowledge - the specific set of sales skills (prospecting, nurturing, engaging, presenting, etc) and knowledge (product, markets, trends, business etc) necessary to enact the exchange of value between a buyer and the vendor.
• Curious - the innate desire to learn, grow and understand.

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.”

• 5+ years of professional experience in customer success, account management, or relationship management, with at least 1+ years of people management or team leadership experience
• Proven track record of building, coaching, and developing high-performing, consultative teams that drive customer satisfaction, retention, and revenue growth
• Proven ability in owning, growing and retaining a book of business
• Strong business acumen with the ability to guide teams in identifying expansion opportunities, navigating complex customer scenarios, and delivering measurable value
• Experience in healthcare, HR, insurance, or HR Tech/SaaS environments preferred
• Exceptional communication and interpersonal skills, with the ability to influence, coach, and simplify complex concepts for both internal and external audiences
• Demonstrated ability to operate strategically while executing tactically in a fast-paced, evolving environment
• Strong analytical and problem-solving skills, with experience leveraging data to inform decisions, identify trends, and drive improvements
• Highly organized with the ability to manage competing priorities, scale processes, and drive operational excellence across a team
• Collaborative and adaptable leader who partners effectively cross-functionally and fosters a culture of accountability, curiosity, and continuous learning

The base wage range for this position based in our New York City Office is targeted at $122,000.00 to $134,200.00 per year. In addition to base salary, this role is eligible for incentive compensation with a competitive On-Target Earnings (OTE) potential of $134,200 - $147,620. 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.

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