Manager, International Customer Success

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🔥 0 minutes ago

🗽 New York – Remote

🗽 New York – Remote

⏰ Full Time

🟠 Senior

🔴 Lead

🏆 Customer Success

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Justworks

WebsiteLinkedInAll Job Openings

1001 - 5000 employees

Founded 2012

👥 HR Tech

☁️ SaaS

🤝 B2B

HR Tech • SaaS • B2B

Justworks is a comprehensive HR platform that empowers small businesses by providing scalable solutions in HR management, payroll processing, and employee benefits. With a focus on simplifying administrative tasks, Justworks enables business owners to hire, manage, and grow their teams while ensuring compliance and offering human support for all HR needs.

📋 Description

• Manage and scale a complex organization consisting of both regional consultants and support specialists; conduct 1:1s, lead regular team meetings, and perform annual reviews. • Architect and implement the SOPs and workflows that unify international customer success functions. • Act as the voice of the customer for Ops, Product, Sales, and Legal to architect solutions that meet the needs of global small businesses. • Partner with Go-To-Market teams to position our customer service and expertise as a key differentiator, helping to win new business and expand the Justworks brand. • Establish and maintain baseline KPIs for CSAT, SLA and Quality Assurance. • Oversee the delivery of high-stakes international guidance, ensuring all customer advice regarding global labor laws and EOR nuances is accurate and mitigates liability. • Drive the identification and adoption of international products and services while implementing automated workflows to improve team efficiency. • Support and coach teammates in managing complex customer de-escalations and triaging between Customer Success and International Operations. • Build role-specific training frameworks and oversee the creation of external-facing international knowledge base content to ensure standardized support. • Other duties as needed based on departmental/organizational needs.

🎯 Requirements

• 8+ years of experience in customer success, account management, or related customer-facing field with at least 2-3 years specifically in the EOR industry. • 2+ years of direct people management experience, with a proven track record of leading remote or distributed teams. • Proven ability to manage diverse job families with different skill sets, KPIs, and complexity levels. • Strong background in designing SOPs and workflows from scratch, particularly in a global or regionalized environment. • Deep understanding of the risks associated with EOR and international labor laws, with the ability to ensure team accuracy in high-stakes scenarios. • Expert in using data and automation to reduce "cost to serve" while scaling a team 5x+. • Exceptional ability to influence Product, Legal, and Sales leadership to ensure international growth is operationally sustainable. • 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 highly matrixed and disturbed team environment. • Ability to analyze data and make data-driven decisions. • Specific experience in Employer-of-Record (EOR) and international products preferred. • Ability to travel to International Hubs (Mexico City, NYC, London) quarterly to align with regional teams and stakeholders. • Multilingual fluency is a plus.

🏖️ Benefits

• Health insurance • wellness program offerings • company retreats