Manager, International Customer Success

1 month, 2 weeks ago
Full-time
Lead
Customer and Technical Support
Justworks

Justworks

Justworks offers simple PEO & payroll solutions for small businesses, handling payroll, benefits, HR, and compliance in one platform to free entrepreneurs to focus on growth.

Professional Services
1K-5K
Founded 2012
$143M raised

Description

  • Manage and scale a multi-functional international customer success organization, including regional consultants and support specialists.
  • Conduct 1:1s, lead team meetings, and complete annual performance reviews.
  • Design and implement SOPs and workflows that unify international customer success operations.
  • Serve as the voice of the customer to Product, Legal, Sales, and Operations to shape solutions for global small businesses.
  • Partner with go-to-market teams to position service and expertise as a differentiator for new business and expansion.
  • Establish and maintain KPIs for CSAT, SLA, and Quality Assurance.
  • Oversee delivery of high-stakes international guidance to ensure accuracy and reduce liability.
  • Drive adoption of international products and automate workflows to improve efficiency and reduce cost to serve.
  • Coach teammates on customer de-escalations and escalation triage between Customer Success and International Operations.
  • Build training frameworks and oversee external-facing knowledge base content for standardized support.

Requirements

  • 8+ years of experience in customer success, account management, or a related customer-facing field.
  • 2-3 years of experience specifically in the Employer of Record (EOR) industry.
  • 2+ years of direct people management experience, including leading remote or distributed teams.
  • Experience managing diverse job families with different skill sets, KPIs, and complexity levels.
  • Strong background designing SOPs and workflows from scratch in a global or regionalized environment.
  • Deep understanding of EOR risks and international labor laws, with the ability to ensure accuracy in high-stakes scenarios.
  • Experience using data and automation to reduce cost to serve while scaling a team 5x+.
  • Ability to influence Product, Legal, and Sales leadership in a highly matrixed environment.
  • Excellent interpersonal, communication, problem-solving, and data analysis skills.
  • Ability to identify service trends and present solutions, with creative and data-driven decision-making.
  • Preferred experience with international products and Employer of Record solutions.
  • Ability to travel quarterly to international hubs in Mexico City, NYC, and London.
  • Multilingual fluency is a plus.

Benefits

  • Welcoming, casual work environment at Justworks.
  • Great benefits and wellness program offerings.
  • Company retreats.
  • Opportunity to interact with and learn from leaders in the startup community.
  • Competitive compensation based on skill set, relevant experience, and work location.
  • Access to Justworks’ Total Reward Philosophy and broader perks and benefits.
  • Inclusive workplace with reasonable accommodations available for candidates and employees.

Interested in this position?

Apply directly on the company website

Apply Now

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