# CSO Manager

**Company:** [Justworks](https://hotfix.jobs/companies/justworks)
**Location:** New York, NY
**Role:** Customer Success
**Salary:** $122k – $134k/yr
**Experience:** 5+ years
**Skills:** Change Management, Metrics Analysis, Cross-Functional Collaboration, Technical Workflows, Operational Processes, Customer Satisfaction, Productivity Tracking, Team Coaching, Process Improvement, Data Insights
**Posted:** 2026-04-16

> Leads teams and strategic projects in customer success operations, driving operational excellence, owning key metrics like customer satisfaction, and aligning with Sales and Product. Requires 5+ years in customer service leadership and change management expertise.

## Job Description

## What You Will Work On

- **Lead and Manage Projects/Teams**: Lead and support teams and strategic projects within your assigned area, providing coaching and development to team members or frontline managers.
- **Drive Operational Excellence**: Develop, refine, and implement systems and processes to enhance team efficiency and effectiveness, focusing effort on high-value, high-impact work within the current department.
- **Own Key Metrics**: Own and track critical performance metrics (e.g., customer satisfaction, quality, and productivity) for the team or project under your direction, translating data into actionable insights.
- **Facilitate Alignment & Change**: Collaborate actively with Leadership across CSO, Sales, and Product to ensure departmental strategies are aligned with company initiatives and product launches.
- **Develop Best Practices**: Identify and share best practices gained from one department to apply to others, helping to bridge departmental gaps and simplify complex challenges.

## Qualifications

- 5+ years of customer service leadership/management experience in a fast-paced environment with any of the following team types: onboarding, support, or success
- Proven ability to utilize change management practices to quickly gain buy-in and implement new strategies across teams.
- Prior experience collaborating with diverse cross-functional teams on complex and impactful initiatives.
- Demonstrated ability to implement and integrate technical programs or workflows for non-technical users.
- Strong interest in gaining broad organizational exposure and driving operational change across different business functions.
- Metrics-driven mentality and proven results, with a passion for service excellence.

## Compensation

Base wage range for New York City office: $122,000 - $134,200 per year. Actual compensation based on skill set, experience, and location.

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