Full-Time

Manager – International Customer Success

Posted on 9/27/2024

Justworks

Justworks

1,001-5,000 employees

PEO offering HR, payroll, and compliance solutions

Consulting
Enterprise Software

Compensation Overview

$122k - $134.2kAnnually

Senior

New York, NY, USA

Hybrid position with required travel to international hubs including NYC.

Category
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 platform that helps small to medium-sized businesses manage their HR, payroll, and compliance needs. The platform combines various services, including corporate-level benefits, payroll processing, and HR tools, all in one place. This allows businesses to streamline their operations and focus on their main activities without getting bogged down by administrative tasks. Justworks operates on a subscription model, where businesses pay a monthly fee to access its services. What sets Justworks apart from its competitors is its focus on simplifying the complexities of HR and payroll for smaller businesses, making it easier for them to grow without the burden of extensive administrative work. The goal of Justworks is to empower businesses to scale efficiently while ensuring they remain compliant with regulations.

Company Stage

Late Stage VC

Total Funding

$155.5M

Headquarters

New York City, New York

Founded

2012

Growth & Insights
Headcount

6 month growth

5%

1 year growth

23%

2 year growth

38%
Simplify Jobs

Simplify's Take

What believers are saying

  • Acquisition of Via expands Justworks' access to the global talent pool.
  • Launch of International Contractor Payments enhances support for global workforces.
  • Growing demand for integrated HR solutions aligns with Justworks' offerings.

What critics are saying

  • Integration challenges from Via acquisition may disrupt operations and customer service.
  • Currency exchange rate volatility could impact profitability of international payments.
  • Increased competition from HR tech startups may threaten Justworks' market share.

What makes Justworks unique

  • Justworks offers a comprehensive PEO platform for small to medium-sized businesses.
  • The company provides 24/7 human support and on-demand expertise for its clients.
  • Justworks integrates payroll, HR, and compliance into a single, user-friendly platform.

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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.

INACTIVE