Manager, International Customer Success
About the role
Who You Are
You are a strategic leader and a foundational architect of Justworks’ international service model. You have a proven track record of driving outcomes in high-growth, complex environments. You thrive at the intersection of consultative expertise and operational excellence, with a passion for building multi-functional teams that scale. You are a leader who enjoys simplifying the complex, advocating for the customer, and partnering with executive stakeholders to influence the global product roadmap. You embody the Justworks COGIS values, using grit and integrity to navigate the nuances of international expansion while fostering a culture of camaraderie and openness.
As Manager, International Customer Success, you are responsible for the strategic oversight and daily operations of Justworks’ international service organization supporting our Employer of Record (EOR) solution. You own the end-to-end service strategy for international customers by leading a multi-functional organization comprised of two distinct specialized units:
- International Consultants: A team of regionalized EOR experts providing high-stakes, country-specific compliance and HR guidance.
- International Support: A team focused on front-line excellence and scaling through automation.
You are responsible for the strategic integration of international service functions into the broader Justworks ecosystem. You serve as the primary bridge between international customers and internal stakeholders (Product, Legal, Sales, and Ops), ensuring that our service model scales globally for our product while maintaining industry-leading standards.
Your Success Profile
What You Will Work On
- 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.