Scaled Customer Success Manager

About the role

At Justworks, you'll enjoy a welcoming and casual environment, great benefits, wellness program offerings, company retreats, and the ability to interact with and learn from leaders in the startup community. We work hard and care about our most prized asset - our people. We're helping businesses get off the ground by enabling them to focus on running their business. We solve HR issues. We're data-driven and never stop iterating. If you'd like to work in a supportive, entrepreneurial environment, are interested in building something meaningful and having fun while doing it, we'd love to hear from you. We're united by shared goals and shared motivations at Justworks. These are best summed up in our company values, which are reflected in our product and in our team. Our Values If this sounds like you, you'll fit right in.

Responsibilities

• Own proactive engagement for a portfolio of non-managed customers through one-to-many strategies, responding to account health signals and executing retention playbooks at key lifecycle moments to drive growth, retention, satisfaction, and long-term success.
• Lead high-impact retention and lifecycle conversations, including managing discounting and renewal negotiations, articulating the value of the Justworks platform, and confidently positioning against competitors.
• Drive customer value and revenue expansion by conducting targeted business reviews, promoting key products and initiatives, identifying and qualifying upsell/cross-sell opportunities, and partnering with Sales to facilitate growth.
• Serve as a trusted advisor and customer advocate, providing expert guidance across Justworks' evolving product and service offerings, translating complex topics (e.g., health insurance, compliance, taxes) into clear, actionable insights.
• Partner cross-functionally with Customer Success, Support, Sales, and other internal teams to deliver a seamless customer experience, while surfacing trends, risks, and feedback that inform retention strategy.
• 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 Scaled 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.
• Customer focus - builds strong customer relationships and delivers customer-centric solutions.
• 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 div

Requirements

• Your Success Profile

Benefits

Your Match

How well this role fits your profile.

Company Intel

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