Customer Success Manager

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 Customer Success Manager, you will develop strong relationships with your customers and ensure their long-term success on the Justworks platform. You will work as an extension of their teams, identifying ways for them to grow with Justworks. Customer Success Managers are both the customer’s voice here at Justworks and also the face of the Justworks brand to our customers. They are focused on finding ways to build trust, stay attuned to their book’s needs, and help catalyze company growth or expansion with our product. Needless to say, Customer Success Managers play a vital role at Justworks, and we are building a world-class team!

What You Will Work On

Customer Success Managers as Revenue Drivers and Growth Partners

• Manage and service a dedicated book of business, proactively identifying opportunities for growth and retention by leveraging market insights, customer success tools and multi-threaded relationship management.
• Build and maintain strong relationships with key stakeholders, including administrators and executives, to deeply understand their business objectives and align Justworks' solutions to their evolving needs.
• Drive consistent customer value and satisfaction through regular check-ins, strategic business reviews, and proactive support that anticipates and addresses client challenges before they arise.
• Triage, oversee and/or service customer queries by providing education, routing to the proper internal teams where necessary, and driving solutions with cross-functional partners. 
• Champion the Justworks brand and product suite, developing a comprehensive knowledge of our offerings and clearly articulating our value proposition to both current and prospective customers.

How You Will Do Your Work

As a 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 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 2-4 years of professional experience in account management, relationship management, customer success, or a complex customer service environment
• Experience in Lead generation for B2B in a high-velocity setting (i.e., SaaS, PEO, Fintech)Salesforce, SalesLoft, LinkedIn SalesNavigator, and/or ZoomInfo are required.
• Experience in healthcare, HR, or insurance industries preferred
• Experience in HR Tech/SaaS is a plus
• Excellent organizational, written, and verbal communication skills
• Excellent interpersonal and communication skills, and demonstrates the ability to listen to gather important information during a sales call and/or meeting
• Ability to simplify complicated topics and explain them in terms people can easily understand
• Able to apply creative solutions to a variety of issues in a fast-paced environment
• 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

The base wage range for this position based in our New York City Office is targeted at $39.42 to $47.60 per year. In addition to base salary, this role is eligible for incentive compensation with a competitive On-Target Earnings (OTE) potential of $90,200 - $108,900. Final compensation within the range will be determined by factors including, but not limited to, the candidate's specialized skill set, experience, and relevant education or training. *Incentive compensation is discretionary, not guaranteed, and is governed by the terms of the applicable company incentive plan.

Actual compensation is based on multiple factors that are unique to each candidate, including and not limited to skill set, level of relevant experience, and specific work location. Salary ranges for positions based in other locations may differ based on the cost of labor in that location.

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