Senior Customer Success Manager, International

Justworks; New York (NY); On-site; USD 100,000 - 150,000; Full time

Job summary

Justworks in New York is seeking a Senior Customer Success Manager of International to drive global growth and scale adoption of our platform services for small businesses and their employees worldwide.

You will build relationships with administrators and decision-makers, coordinate with Marketing, Sales, and Product to ensure successful rollout and ongoing value across markets, and identify opportunities to expand revenue through cross-sell and upsell while maintaining high retention.

Qualifications

• Minimum 5+ years in account/relationship management or customer success.
• Experience in healthcare, HR, EOR or insurance preferred.
• Experience in HR Tech/SaaS is a plus.
• Excellent organizational and written/verbal communication skills.
• Strong attention to detail with ability to multi-task.

Responsibilities

• Engage with administrators and decision-makers throughout the customer lifecycle.
• Expand into new markets and coordinate seamless rollouts with stakeholders.
• Identify and facilitate high-impact sales opportunities for growth.
• Own and grow your book of business and hit quarterly NRR targets.
• Focus on international expansion and global benefits adoption.
• Collaborate with Marketing, Sales and Product to improve roadmap and scale.
• Communicate customer feedback to product teams, focusing on international needs.
• Organize complex issues with internal partners to ensure platform success.
• Monitor at-risk customers and implement proactive retention strategies.
• Identify opportunities for process improvement, automation, and knowledge sharing.

Skills

Account management

Relationship management

Communication skills

Multilingual

Organizational skills

Job description

Who We Are

At Justworks, you’ll enjoy a welcoming and casual environment, great benefits, wellness program offerings, company retreats, and the ability to interact with and learn from leaders in the startup community. We work hard and care about our most prized asset - our people.

We’re helping businesses get off the ground by enabling them to focus on running their business. We solve HR issues. We’re data-driven and never stop iterating. If you’d like to work in a supportive, entrepreneurial environment, are interested in building something meaningful and having fun while doing it, we’d love to hear from you.

We're united by shared goals and shared motivations at Justworks. These are best summed up in our company values, which are reflected in our product and in our team.

Our Values

If this sounds like you, you’ll fit right in.

Who You Are

You are a customer fanatic with a proven track record of going above and beyond for your customers. You are consultative and innovative in your thinking, and enjoy figuring out how to drive customer satisfaction while increasing Justworks revenue. You thrive in a fast-paced startup environment and have a passion for lifelong learning. You are a great listener who is able to see the bigger picture and simplify complex concepts into clear, easy-to-understand solutions. You are an advocate who is not afraid to ask questions, find and capitalize on new revenue opportunities, and partner with others to effect change!

As a Senior Customer Success Manager of International, you will play a critical role in enabling Justworks’ international growth. You will work cross-functionally to help architect solutions that scale globally while bringing our customers confidence every step of the way which is paramount in fulfilling our commitment to small businesses and their employees all over the world.

You will be responsible for servicing Justworks customers utilizing our multiple products and platform services, with a focus on international growth. You will be responsible for driving successful adoption and optimization of our international products alongside our core products and platform, ensuring value realization, and extending the lifetime value of the Justworks solution for our customers through cross-sell, upsell and retention strategy.

Your Success Profile

What You Will Work On

• Engage and develop relationships with administrators and decision-makers during the customer lifecycle to develop an understanding of the customer’s business objectives and needs.
• Ensure customers feel supported as we expand into new markets and liaise with key stakeholders internally to ensure that rollouts are seamless for the customer.
• Strategically identify, meticulously vet, and spearhead the facilitation of high-impact sales opportunities to drive sustainable business growth.
• Be responsible for owning and growing your book of business and hitting or exceeding quarterly NRR targets.
• Deep focus on international expansion, including new country revenue growth as well as global benefits adoption.
• Influence Company-wide initiatives to enhance customer engagement and advocacy with a focus on international products, collaborating closely with Marketing, Sales and other internal stakeholders.
• Collaborate with Product to influence the product roadmap based on customer feedback and market trends.
• Advocate for the customer by highlighting and communicating trends, challenges, and other feedback to internal Justworks teams with a focus on international needs.
• Organize and project manage complex issues internally in partnership with International Consultants, Operations, Sales and Onboarding to ensure the success of the customer on the platform.
• Monitor and identify customers that are at risk to initiate retention strategies proactively.
• Contribute to the evolution of servicing international customers by identifying opportunities for process improvement, automation, knowledge-sharing, and scaling best practices across the team.
• Other duties as needed based on department and/or organizational needs.

How You Will Do Your Work

As a Senior Customer Success Manager, 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 internal and external environment.
• Solution-oriented - Identifies the source of a question or challenge and provides the right, or a better, way of doing things.
• 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.”

Qualifications

• Minimum 5+ years of professional experience in account management, relationship management, customer success, or a complex customer service environment
• Experience in healthcare, HR, Employer of Record (EOR), or insurance industries preferred
• Experience in HR Tech/SaaS is a plus
• Excellent organizational, written, and verbal communication skills
• Strong attention to detail with the ability to manage competing priorities and multi-task
• Demonstrated track record of a passion for customer success and driving retention strategies
• Aptitude to be consultative and innovative when problem-solving
• Ability to work as part of a team and be resourceful and adaptable
• Strong customer retention track record
• Multilingual fluency is