Director, Customer Success

The role

You will lead a 60+ person Customer Success organization responsible for Justworks' largest customers. You will drive revenue growth, mentor Customer Success Managers, and provide strategic guidance to ensure customer value realization.

What you will do

• Lead, expand and mentor the CSM team by setting strategy and prioritizing OKRs.
• Hire, train and develop a world-class team.
• Drive customer lifetime value by ensuring customers maximize service and product value.
• Co-create and execute a customer-led revenue generation strategy.
• Own revenue targets and operating rhythms for Customer Success.
• Represent the voice of the customer and influence internal stakeholders.
• Partner with the account development team to reach business revenue goals.
• Perform other duties as needed based on organizational needs.

Required 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

Nice to have

• Experience in tech/SaaS a plus

Benefits

• Great benefits
• Wellness program offerings
• Company retreats

About the company

Justworks helps businesses get off the ground by enabling them to focus on running their business and solving HR issues. They work in a supportive, entrepreneurial environment and are driven by data.