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.
You are deeply customer-obsessed—placing the customer experience at the center of everything you do—while embracing automation and AI to drive scale without sacrificing service. You know how to balance operational efficiency with thoughtful, human-first experiences, helping customer success, customer support, QA and onboarding teams work smarter while staying connected to customer needs.
You are a trusted strategic partner to Customer Success and post-sales leadership—someone who thrives in fast-paced environments and brings clarity to complex, high-impact decisions. You combine analytical rigor with operational execution and know how to transform strategic insight into scalable systems, workflowThe os, and customer outcomes.
You understand what it takes to drive post-sale growth and customer lifetime value in a SaaS business—renewal workflows, expansion triggers, capacity models, retention forecasting, and CSO lifecycle stages. You’re equally comfortable leveraging AI to build and analyze executive dashboards, design cross-sell programs, advise senior stakeholders, or orchestrate QBRs and capacity planning.
You see Revenue Strategy & Operations not as a back-office function, but as a force multiplier for growth, retention, and customer success.
What You Will Work OnCustomer Lifecycle & Retention Strategy- Define and optimize customer success engagement models, lifecycle journeys, and team structures by customer segment to maximize value delivery and retention.
- Identify key inflection points in the customer journey—onboarding, adoption, maturity—and operationalize playbooks that improve customer outcomes.
- Establish health scoring frameworks, renewal workflows, and intervention signals to reduce churn and improve Net Revenue Retention (NRR).
- Partner with Customer Support to ensure the broader post-sale experience is seamless, efficient, and designed to proactively resolve customer pain points.
- Design and implement installed-base growth strategies in partnership with CSO and Sales—defining plays, identifying triggers, and generating expansion pipeline.
- Segment customer base to surface whitespace and attach opportunities; track expansion metrics including ARR growth, attach rates, and penetration by product.
- Support the launch and governance of cross-sell/upsell programs with clear routing, lead handoff, play eligibility, and ROI tracking.
- Partner with Marketing to support the expansion and retention of customers through campaigns
- Identify dashboards and recurring insights across retention, expansion, onboarding throughput, and customer health to inform leadership decisions
- Define key Customer Success and Customer Support productivity metrics (accounts per CSM, ARR managed per rep, CSAT/NPS impact) and support ongoing headcount planning and team design
- Develop forecast methodologies and renewal risk signals to improve predictability and provide clear views of customer growth and attrition
- Expand reporting to include Support SLAs, deflection rates, and backlog reduction, enabling more precise resource planning and optimization.
- Streamline and scale Customer Success and Customer Support workflows across systems (Salesforce, Zendesk, Forethought, etc.)—from onboarding to renewals and upsell workflows.
- Lead cross-functional change initiatives, including new tooling rollouts, workflow redesigns, and automation improvements.
- Partner with RevTech and Enablement to ensure adoption and continued evolution of CSO tools, dashboards, and processes.
- Continuously identify operational inefficiencies across CSM and Support processes—and drive solutions that improve speed, scalability, and consistency.
- Balance automation, AI integration and best-in-class technology with customer-centric design to protect and elevate the service experience.
- Lead operational cadence across Customer Success—QBRs, forecast reviews, post-sale planning, and performance reviews.
- Partner with Finance, Sales, Marketing, and Product to support annual planning, coverage modeling, and post-sale investment decisions.
- Provide executive-ready insights across customer trends, NRR drivers, segmentation opportunities, and CSO team effectiveness.
- Act as a key driver of operational excellence—ensuring our systems, processes, and planning scale effectively as we grow customer volume and revenue.
- Camaraderie – Collaborate transparently with Sales, Finance, Legal, Product, and RevTech to move deals forward quickly and fairly.
- Openness – Default to clear documentation of pricing policy, approval decisions, and exception rationales; share insights broadly.
- Grit – Lean into complex, high-stakes negotiations; stay calm and solutions‑oriented through quarter-end crunches.
- Integrity – Safeguard margin discipline and compliance (commercial, legal, and revenue recognition) while helping the field win.
- Simplicity – Design pricing frameworks, approvals, and tools that are easy to understand and apply at scale.
- 8+ years in CSO Operations, Revenue Operations, GTM Strategy, or Customer Lifecycle roles at high-growth B2B SaaS or tech-enabled companies.
- 3+ years leading teams or cross-functional post-sale programs.
- Deep understanding of post-sale motions: onboarding, renewal, expansion, health scoring, and CSO segmentation.
- Strong track record in lifecycle design, renewal forecasting, retention analysis, and process optimization.
- Hands-on experience with CRM and CSO platforms (Salesforce/Zendesk required).
- SFDC service cloud experience
- Proven ability to lead change management across systems, processes, and people.
- Strong analytical toolkit (Excel, BI tools like Looker/Tableau; SQL a plus).
- Exceptional cross-functional communication and executive influence.
The base wage range for this position based in our New York City office is targeted at $175,500 - $201,825 per year. Final offers may vary from those listed.
#LI-Hybrid #LI-KO1
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.
For more information about Justworks’ Total Reward Philosophy, including all of the perks and benefits we are proud to offer our team members, please visit Total Rewards @ Justworks.
Diversity At JustworksJustworks 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. If you're in need of a reasonable accommodation, please reach out to us at [email protected]. Your comfort and success matter to us, and we're here to ensure an inclusive experience.
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