Director, Customer Success — Growth & Leadership

Justworks; New York (NY); On-site; USD 188,000 - 242,000; Full time

Job summary

Justworks is seeking a Director, Customer Success to lead the 60+ person Customer Success organization, driving revenue growth and delivering strategic guidance to our largest customers across renewals, product adoption, and new solutions.

You will mentor managers, shape strategy, and partner with stakeholders to ensure value realization, exceptional service, and scalable growth while upholding Justworks' values.

Qualifications

• Minimum of 10 years of professional experience, ideally in customer success, account management, account development, customer support or related fields
• Minimum of 6 years of people management experience building and managing large (60+) customer-facing teams in a fast-paced environment
• Experience in driving commercial outcomes and results, specifically with existing customers
• Experience with complex products and communicating complex ideas clearly; ability to architect success delivery models
• Comfortable advocating for customers with the ability and willingness to engage directly with customers
• Approach decision making with a data-driven mindset to experiment and iterate
• Passionate about our Customer Success team identity of being Humans, Owners, Optimists and Experts, and our approach of service excellence
• Aligned with Justworks' mission and share our core values: Camaraderie, Openness, Grit, Integrity and Simplicity
• Experience in tech/SaaS a plus

Responsibilities

• 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.
• 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.
• Own revenue targets and operating rhythms for Customer Success, identifying and prioritizing opportunities while ensuring trust with the named book is not jeopardized.
• Represent the voice of the customer and influence internal stakeholders by promoting a customer-centric mindset across the organization.
• Partner closely with the account development team to engage with existing customers to reach business revenue goals.
• Display a high level of professionalism and compassion when working with employees and customers.
• Perform other duties, as needed, based on department and/or organizational needs.

Skills

Customer Success

People management

Commercial outcomes

Complex products

Advocacy for customers

Data-driven decisions

Core values alignment

Tech/SaaS experience

Job description

Justworks is seeking a Director, Customer Success to lead the 60+ person Customer Success organization, driving revenue growth and delivering strategic guidance to our largest customers across renewals, product adoption, and new solutions.

You will mentor managers, shape strategy, and partner with stakeholders to ensure value realization, exceptional service, and scalable growth while upholding Justworks' values.