Director of Customer Success & Growth

Justworks, Inc.; New York (NY); On-site; USD 180,000 - 242,000; Full time

Job summary

Justworks seeks a Director of Customer Success in New York City to lead a 60+ person team, delivering strategic guidance and customer-centric programs across our largest customers. The role focuses on retention, value realization, and revenue growth through strong leadership and cross-functional partnership.

You will mentor and grow the Customer Success Managers, partner with Growth & Retention, and drive a proactive, data-driven approach to service excellence while representing the voice of the

Qualifications

• 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
• 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
• 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 leadership

People management

Strategic thinking

Revenue growth focus

Stakeholder partnership

Job description

Justworks seeks a Director of Customer Success in New York City to lead a 60+ person team, delivering strategic guidance and customer-centric programs across our largest customers. The role focuses on retention, value realization, and revenue growth through strong leadership and cross-functional partnership.

You will mentor and grow the Customer Success Managers, partner with Growth & Retention, and drive a proactive, data-driven approach to service excellence while representing the voice of the