Customer Success Manager

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 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. Customer Success Managers are the customer’s voice here at Justworks. They are also the face of the Justworks brand to our customers, and by finding new, win-win opportunities, catalyze company growth. Needless to say, Customer Success Managers play a vital role at Justworks, and we are building a world-class team!

Your Success Profile

What You Will Work On

• Engage and develop relationships with administrators and executives to develop an understanding of our customer's business objectives and needs to consistently demonstrate value throughout the customer journey.
• Proactively ensures customer satisfaction and drives value through routine interactions and business reviews
• Monitors and identifies customers that are at risk to initiate retention strategies proactively
• Promotes new key products, benefits, and program initiatives to the customer
• Provide expert-level guidance to customers around Justworks' continually expanding product and service offerings, identifying, qualifying, and facilitating new sales opportunities
• Identifies opportunities to create Justworks advocates by promoting referral programs and other engagement incentives
• Advocates for the customer by highlighting and communicating trends, challenges, and other feedback to internal Justworks teams
• Acts as the primary liaison or steward between the customer, Justworks, and third parties serving as a strategic partner and facilitating introductions when needed
• Conduct conversations for Health Insurance Renewals and End Of Year and then drive completion in partnership with Customer Success Operations Specialists
• Partner with Customer Success Operations Specialists to explain complicated concepts (related to health insurance, compliance, taxes, etc.) in simple, user-friendly terms as needed
• Organize and project manage complex issues internally to ensure the success of the customer on the platform
• Display a high level of professionalism and compassion when working with each account on sensitive matters
• Other duties as needed based on department and/or organizational needs

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 healthcare, HR, 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

The base wage range for this position based in our New York City Office is targeted at $36.06 to $39.67 per hour.

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