[Hiring] Manager, International Customer Success @Justworks

Role Description

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.

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.
• Support and coach teammates in managing complex customer de-escalations and triaging between Customer Success and International Operations.
• Build role-specific training frameworks and oversee the creation of external-facing international knowledge base content to ensure standardized support.
• Other duties as needed based on departmental/organizational needs.

How You Will Do Your Work

As a Manager, International Customer Success, how results are achieved is paramount for your success and ultimately result in our success as an organization. In this role, your foundational knowledge, skills, abilities and personal attributes are anchored in the following competencies:

• 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 internal and external environment.
• Solution-oriented: Identifies the source of a question or challenge and provides the right, or a better, way of doing things.
• Curious: The innate desire to learn, grow and understand.

In addition, all Justworkers focus on aligning their behaviors to our core values known as COGIS:

• Camaraderie: Day to day you can be seen working together toward a higher purpose. You like to have fun. You’re an active listener, treat people respectfully, and have a strong desire to know and help others.
• Openness: Your default is to be open. You're willing to share information, understand other perspectives, and consider new possibilities. You’re curious, ask open questions, and are receptive to thoughts and feedback from others.
• Grit: You demonstrate grit by having the courage to commit and persevere. You’re committed, earnest, and dive in to get the job done well with a positive attitude.
• Integrity: Simply put, do what you say and say what you'll do. You’re honest and forthright, have a strong moral compass, and strive to match your words with your actions while leading by example.
• Simplicity: Be like Einstein: “Everything should be made as simple as possible, but no simpler.”

Qualifications

• 8+ years of experience in customer success, account management, or related customer-facing field with at least 2-3 years specifically in the EOR industry.
• 2+ years of direct people management experience, with a proven track record of leading remote or distributed teams.
• Proven ability to manage diverse job families with different skill sets, KPIs, and complexity levels.
• Strong background in designing SOPs and workflows from scratch, particularly in a global or regionalized environment.
• Deep understanding of the risks associated with EOR and international labor laws, with the ability to ensure team accuracy in high-stakes scenarios.
• Expert in using data and automation to reduce "cost to serve" while scaling a team 5x+.
• Exceptional ability to influence Product, Legal, and Sales leadership to ensure international growth is operationally sustainable.
• Excellent interpersonal, communication, and problem-solving skills.
• Ability to identify service trends and present a path to resolve them.
• Ability to come up with creative solutions to any problem you face.
• Demonstrated track record of passion for customer success.
• Passion for working collaboratively in a highly matrixed and disturbed team environment.
• Ability to analyze data and make data-driven decisions.
• Specific experience in Employer-of-Record (EOR) and international products preferred.
• Ability to travel to International Hubs (Mexico City, NYC, London) quarterly to align with regional teams and stakeholders.
• Multilingual fluency is a plus.

Benefits

• Actual compensation is based on multiple factors that are unique to each candidate, including and not limited to skill set, level of relevant experience, and specific work location.
• Salary ranges for positions based in other locations may differ based on the cost of labor in that location.

Diversity At Justworks

Justworks is committed to maintaining a workplace where diversity of identity, culture, and life experience is the norm and is celebrated authentically and respected consistently. Diversity in our work, our people, and our product drives creativity and innovation, entrepreneurial leadership and integrity, competitiveness, and collaboration throughout our business and in the market. We depend on our differences to make our team stronger, our workplace more dynamic, and our product accessible to all of our customers.

We’re proud to be an equal opportunity employer open to all qualified applicants regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital or familial status, disability, pregnancy, gender identity or expression, veteran status, genetic information, or any other legally protected status. Justworks is fully dedicated to providing necessary support to candidates with disabilities who may require reasonable accommodations. We also provide reasonable accommodations to employees based on their sincerely held religious beliefs, as well as for other covered reasons consistent with applicable federal, state, and local laws.