Scaled Customer Success Manager

What You Will Work On

• 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.

How You Will Do Your Work

• 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.

Qualifications

• 3-4 years minimum professional experience in complex customer service or client-facing role - preferably in B2B SaaS environment or B2B contact center
• Experience in healthcare, HR, or insurance industries preferred
• Experience in HR Tech/SaaS is a plus
• Strong attention to detail with the ability to manage competing priorities and multi-task
• Demonstrated track record of a passion for customer centricity and driving retention strategies
• Aptitude to be consultative and innovative when problem-solving
• Strong verbal and written communication skills, with the ability to break down complex concepts into simple terms
• Excellent at time management, organization, and prioritizing tasks
• Experience with Zendesk, JIRA, Talkdesk, Google Suite, Microsoft Office or related tools