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

  • Lead and scale a multi-functional international customer success organization spanning regional consultants and support specialists.
  • Conduct 1:1s, run regular team meetings, and complete annual performance reviews.
  • Design and implement SOPs and workflows that unify international customer success functions.
  • Serve as the voice of the customer for 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.
  • Define, track, and maintain KPIs for CSAT, SLA, and quality assurance.
  • Oversee accurate delivery of high-stakes international guidance related to labor laws and Employer of Record requirements.
  • Drive adoption of international products and automation to improve team efficiency and reduce cost to serve.
  • Coach teammates on customer de-escalations and triage between Customer Success and International Operations.
  • Build training frameworks and external-facing knowledge base content to standardize support across regions.

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 leading remote or distributed teams.
  • Experience managing diverse job families with different skill sets, KPIs, and complexity levels.
  • Strong background in designing SOPs and workflows from scratch in a global or regionalized environment.
  • Deep understanding of EOR risks and international labor laws.
  • Experience using data and automation to reduce cost to serve while scaling a team 5x+.
  • Ability to influence Product, Legal, and Sales leadership to support sustainable international growth.
  • Strong interpersonal, communication, problem-solving, and data-driven decision-making skills.
  • Experience in EOR and international products preferred.
  • Ability to travel quarterly to international hubs in Mexico City, NYC, and London.
  • Multilingual fluency is a plus.

Benefits

  • Welcoming, casual work environment.
  • Great benefits package.
  • Wellness program offerings.
  • Company retreats.
  • Opportunity to interact with and learn from leaders in the startup community.
  • Supportive, entrepreneurial culture.
  • Total rewards philosophy with perks and benefits available to team members.
  • Flexible compensation based on experience and work location.

Interested in this position?

Apply directly on the company website

Apply Now

Similar Roles

Director of Processing

Cascade Financial Services is seeking a Director of Processing to lead and scale its mortgage processing organization for attainable home ownership lending.

3 hours, 1 minute ago

Clinical Care Manager, RN - Home Health

VitalCaring 251-1K Health Care Providers & Services

VitalCaring is hiring a Clinical Care Manager (RN) for home health to coordinate patient care, guide clinical decisions, and oversee quality and compliance across the full patient journey.

3 hours, 16 minutes ago

Customer Success Manager- Media Buyers (m/f/d)

Kayzen 51-250 Media

Kayzen is hiring a remote Customer Success Manager in Europe to own customer relationships, guide campaign performance, and help drive client growth across its mobile DSP platform.

HubSpot
3 hours, 16 minutes ago

Hospice Clinical Branch Director

VitalCaring 251-1K Health Care Providers & Services

VitalCaring is hiring a Hospice Clinical Branch Director to lead branch operations and clinical performance while ensuring patient-centered hospice care and strong team support.

3 hours, 31 minutes ago

You're on a roll! Sign up now to keep applying.

Sign Up

Already have an account? Log in

Used by 14,729+ remote workers