Justworks
Manager,InternationalCustomerSuccess
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“Manager, International Customer Success at Justworks. Skills: Customer success strategy, International service model, Team leadership. Manage and scale organization. Conduct 1:1s”
What You'll Achieve.
Scale international service organization; Scale service model globally; Reduce cost to serve; Scale team 5x+
Industry & Context.
Simplifying the complex; Creative solutions
Travel quarterly
What They're Looking For.
Must Have
8+ years of experience in customer success, Deep understanding of EOR risks, Ability to ensure team accuracy
Nice to Have
Specific experience in EOR, Experience in international products, Multilingual fluency is a plus
What You'll Do.
Manage and scale organization
Perform annual reviews
Architect SOPs and workflows
Implement SOPs and workflows
Act as customer voice
Partner with Go-To-Market teams
Position customer service
Expand Justworks brand
Establish baseline KPIs
Maintain baseline KPIs
Oversee guidance delivery
Ensure advice accuracy
Drive product adoption
Drive service adoption
Implement automated workflows
Improve team efficiency
Manage customer de-escalations
Triage Customer Success
Triage International Operations
Build training frameworks
Oversee content creation
Ensure standardized support
Perform other duties as needed
How You'll Work.
Team & Collaboration
Multi-functional teams; Cross-functional teams; Partnering with executive stakeholders; Partner with Product; Partner with Legal; Partner with Sales; Partner with Ops; Work with product team; Work with Sales team; Work with Legal team; Work with Ops team; Matrixed team environment; Distributed team environment
Communication Scope
Interpersonal skills; Problem-solving skills
Process & Methodology
Workflow implementation, Roadmap influence
Full Job Description
Who We Are At Justworks, you’ll enjoy a welcoming and casual environment, great benefits, wellness program offerings, company retreats, and the ability to interact with and learn from leaders in the startup community. We work hard and care about our most prized asset - our people. We’re helping businesses get off the ground by enabling them to focus on running their business. We solve HR issues. We’re data-driven and never stop iterating. If you’d like to work in a supportive, entrepreneurial environment, are interested in building something meaningful and having fun while doing it, we’d love to hear from you. We're united by shared goals and shared motivations at Justworks. These are best summed up in our company values, which are reflected in our product and in our team. Our Values If this sounds like you, you’ll fit right in. 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 compl
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