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Salary: USD 188,000 - 242,000 / annual
Justworks is seeking a Director of Customer Success to lead a 60+ person customer success organization focused on the company's largest named accounts. You will report to the Senior Director of Customer Success and play a vital role in the leadership team, balancing exceptional customer experiences with revenue growth and strategic vision.
Key Responsibilities:
- Lead, expand, and mentor the CSM team by setting strategy, prioritizing OKRs, and hiring, training, and developing a world-class team
- Drive customer lifetime value by ensuring customers maximize the value of Justworks' services and products
- Co-create and execute a customer-led revenue generation strategy in partnership with the Director of Growth & Retention, converting the named business into measurable pipeline and recurring revenue
- Own revenue targets and operating rhythms for Customer Success, identifying and prioritizing opportunities while maintaining trust with the named book
- Represent the voice of the customer and influence internal stakeholders to promote a customer-centric mindset across the organization
- Partner closely with the account development team to engage existing customers and reach business revenue goals
- Display professionalism and compassion when working with employees and customers
You will be a strategic business leader who balances exceptional customer experiences with key performance indicators including retention and growth. You will be an exemplary people manager who invests in your team's development, a problem solver who optimizes for customers and scales for Justworks, and a proactive relationship builder who partners with key stakeholders including customers and internal cross-functional partners.
Justworks is a data-driven HR and benefits platform helping businesses focus on running their business by solving HR issues. The company operates in a supportive, entrepreneurial environment with a focus on shared values: Camaraderie, Openness, Grit, Integrity, and Simplicity.
Requirements:
- Minimum 10 years of professional experience, ideally in customer success, account management, account development, customer support, professional services, or related fields
- Minimum 6 years of people management experience building and managing large (60+ employees) customer-facing teams in a fast-paced, dynamic environment
- Experience driving commercial outcomes and results, specifically with existing customers
- Experience working with complex 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
- Data-driven mindset to experiment and iterate
- Passionate about customer success team identity of being Humans, Owners, Optimists, and Experts, and approach of service excellence
- Aligned with Justworks' mission and core values: Camaraderie, Openness, Grit, Integrity, and Simplicity
- Experience in tech/SaaS is a plus
