Manager of Customer Onboarding

Join Justworks as the Manager of Customer Onboarding, where you will lead and mentor a team responsible for ensuring a seamless transition for post-sales customers onto a new product. You will oversee the entire onboarding lifecycle, optimize processes, and maintain high customer satisfaction. This highly visible leadership role requires strong relationship management skills and a focus on continuous improvement.

As a Manager, Onboarding, 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:

About Justworks

Adaptability - the ability to adjust your approach or actions in response to changes in your external environment

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

Responsibilities

• Lead and mentor a team responsible for the onboarding process, ensuring a standardized and seamless experience for customers.
• Oversee the entire onboarding lifecycle, using data to guide decisions and continuously improve processes.
• Collaborate with Sales and Customer Success teams to ensure seamless new customer onboarding and high customer satisfaction.

Requirements

• Curious - the innate desire to learn, grow and understand
• Solution-oriented - identifies the source of a question or challenge and provides the right, or a better, way of doing things
• Taking responsibility - being accountable, being committed, and accepting ownership for one's decisions, actions, and behavior
• 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
• 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
• 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
• Simplicity - Be like Einstein: “Everything should be made as simple as possible, but no simpler.”
• Proven track record of coaching and developing high-performing teams
• Demonstrated success achieving team KPIs and operational targets

Impeccable organizational, written, and verbal communication skills

• Experience building or improving processes in a scaling environment
• 5 or more years of experience in customer onboarding, customer success, or service operations
• 3 or more years of people and team management experience
• Strong cross-functional collaboration skills

Preferred

• Experience in HR Tech or SaaS preferred

Pay

USD 109,000 - 136,000