Director, Customer Success

Justworks is a cloud-based software platform that helps entrepreneurs and businesses grow with confidence by providing access to corporate-level benefits, automated payroll, HR tools, and compliance support—all in one place. The company is committed to diversity and inclusion, and offers a welcoming environment with great benefits, wellness programs, and company retreats.

As the Director, Customer Success, you will be a vital part of the leadership team for Justworks' broader Customer Success organization. You will lead a 60+ person team responsible for Justworks’ largest customers, providing strategic guidance throughout their Justworks journey. This includes supporting annual health insurance renewals, product optimization, and adoption of new products and solutions, ensuring total value realization. You will report directly to the Senior Director of Customer Success.

• Lead, expand, and mentor the CSM team by setting strategy, prioritizing OKRs, and hiring, training, and developing a world-class team.
• Drive customer lifetime value by ensuring customers maximize the value of our services and product.
• Co-create and execute a customer-led revenue generation strategy in partnership with the Director of Growth & Retention.
• Own revenue targets and operating rhythms for Customer Success, identifying and prioritizing opportunities while ensuring trust with the named book.
• Represent the voice of the customer and influence internal stakeholders by promoting a customer-centric mindset.
• Partner closely with the account development team to engage with existing customers to reach business revenue goals.

• 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.
• Experience in tech/SaaS is 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. Actual compensation is based on multiple factors unique to each candidate, including skill set, level of relevant experience, and specific work location. For more information about Justworks’ Total Reward Philosophy, including all perks and benefits, please visit the Total Rewards page.

To apply, please use the application link provided on the Justworks Greenhouse board. For reasonable accommodations, contact accommodations@justworks.com.