The opportunity
As the Director, Customer Success, you will be a vital part of the leadership team for Justworks' broader Customer Success organization. In this role, you will lead Justworks' Customer Success team, bringing a customer success-minded vision grounded in revenue growth, and…
What you'll do
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 problem solver: you genuinely enjoy figuring out how and why things work, and looks to optimize for the customers and scale for Justworks
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.
Lead, expand and mentor the CSM team by setting the strategy, prioritizing: Objectives and Key Results (OKRs), as well as hiring, training and developing a world-class team.
Drive customer lifetime value by ensuring customers maximize the value our services and product provides.
What they're looking for
- 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 problem solver: you genuinely enjoy figuring out how and why things work, and looks to optimize for the customers and scale for Justworks
- 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.
- Minimum of 10 years of professional experience, ideally in customer success,: account management, account development, customer support, professional services or related fields
- Minimum of 6 years of people management experience building and managing: large (60+ employees) customer-facing teams in a fast-paced, dynamic environment
- Experience in 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
