Director, Customer Success

Who You Are

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 approach to leading this critical and evolving customer-facing function.

You will oversee and lead a 60+ person organization that is responsible for Justworks’ largest customers- providing strategic guidance to them throughout their Justworks journey. The team provides strategic support through all aspects of a company’s time with Justworks- supporting annual health insurance renewals, product optimization and evaluation and adoption of new products and solutions including ancillary benefits features, and more- ensuring total value realization. You will focus on driving success within our named account segment through mentoring and planning for a team of Customer Success Managers and the frontline managers overseeing them. You will foster a best-in-class servicing organization through partnership with key stakeholders, including our customers, to ensure viable and value-adding services to the business. You will report directly to the Senior Director of Customer Success.

This position plays a key role in driving happiness for our customers while simultaneously increasing revenue to the business. In order to be successful, the Director will need to be:

• 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.

Your Success Profile

What You Will Work On

• 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.

How You Will Do Your Work

As a Director, Customer Success, 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 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 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

The base wage range for this position based in our New York City Office is targeted at $188,000.00 to $242,000.00 per year.

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