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Full-Time

Manager – International Customer Success

Confirmed live in the last 24 hours

Justworks

Justworks

1,001-5,000 employees

Comprehensive HR and payroll platform for SMBs

Data & Analytics
Consulting
Enterprise Software
Fintech
Financial Services

Compensation Overview

$122k - $134.2kAnnually

Senior, Expert

New York, NY, USA

Hybrid position with required travel to international hubs including NYC.

Category
Customer Experience
Customer Success & Support
Customer Success Management
Sales & Account Management
Required Skills
Sales
Communications
Management
Requirements
  • 5+ years of experience in customer success, account management, or related customer-facing field
  • Minimum of 2 years experience leading or managing others
  • Excellent interpersonal, communication, and problem-solving skills
  • Ability to identify service trends and present a path to resolve them
  • Ability to come up with creative solutions to any problem you face
  • Demonstrated track record of passion for Customer Success
  • Passion for working collaboratively in a team environment
  • Ability to analyze data and make data-driven decisions
  • Specific experience in Employer-of-Record (EOR) and international products preferred
Responsibilities
  • Collaborate with cross-functional international teams such as Ops, Product, Sales, Onboarding, Legal, Benefits, etc. to address customer inquiries and ensure timely resolutions.
  • Help the team identify and drive adoption of our international products and services, ensuring that clients are taking full advantage of all features and functionality with a focus on growth and retention
  • Support teammates in managing customer critical moments, coach teammates to de-escalate and triage between Customer Success Managers and International Operations.
  • Hold the team accountable to core KPIs, create performance tracking for International Consultants in partnership with Senior Management (tracking performance through SLA, CSAT and Quality Assurance).
  • Create SOPs for internal / external processes in partnership with other cross-functional leads.
  • Help build role-specific training and provide ongoing support for both tenure members and new hires.
  • Handle general management responsibilities, such as conducting 1:1s, leading regular team meetings, generating reports, and conducting annual performance reviews.
  • Ability to travel to International Hubs (Mexico City, NYC, London) quarterly.
  • Other duties as needed based on department and/or organizational needs.

Justworks provides a comprehensive platform for small businesses, offering modern, user-friendly software and 24/7 human support to simplify payroll, benefits, HR management, and compliance. The product combines a PEO's capabilities with corporate-level benefits to streamline business operations.

Company Stage

M&A

Total Funding

$160M

Headquarters

New York City, New York

Founded

2012

Growth & Insights
Headcount

6 month growth

4%

1 year growth

17%

2 year growth

35%
Simplify Jobs

Simplify's Take

What believers are saying

  • The acquisition of Via positions Justworks to offer more robust global solutions, potentially attracting a larger client base.
  • The introduction of new tools like Expenses and International Contractor Payments demonstrates Justworks' commitment to continuous innovation and addressing SMB needs.
  • Justworks' focus on providing 24/7 human support and high-quality benefits can significantly enhance employee satisfaction and retention for its clients.

What critics are saying

  • The integration of Via could present challenges in aligning technologies and corporate cultures, potentially slowing down innovation.
  • The competitive landscape for SMB-focused platforms is intense, with many players vying for market share, which could impact Justworks' growth.

What makes Justworks unique

  • Justworks focuses on small businesses, providing a comprehensive suite of tools including payroll, tax, HR, and compliance, unlike competitors who may not offer such an integrated solution.
  • The acquisition of Via enhances Justworks' capabilities in international employment, setting it apart from other SMB-focused platforms.
  • Justworks' new International Contractor Payments tool allows SMBs to manage both domestic and international payments seamlessly, a feature not commonly found in similar platforms.

Benefits

Health - Believe in our vision. Medical and dental, too. Get support for your mental and financial health. Beta test new benefits and perks for our platform.

Workplace - Volunteer and get paid to give back. Take paid parental leave. Enjoy monthly team events that help turn coworkers into lifelong friends.

Wellness - Enjoy subsidized ClassPass memberships. Take advantage of regular yoga, meditation, and other wellness programming.

Perks - Be an owner, not an employee. Get time off whenever you need it. Take a sabbatical. Invest in your future financially and with professional learning and development opportunities.