Manager, Customer Onboarding

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 As the Manager, Onboarding, you will lead and mentor a team who serve as the crucial initial point of contact for post-sales customers transitioning onto a new Justworks product. You will leverage your expertise to oversee the entire onboarding lifecycle, ensuring a standardized, seamless, and service-first experience for customers that sets the foundation for long-term success. You think strategically but operate hands-on. You use data to guide decisions, proactively remove obstacles, and continuously improve how work gets done. You are energized by change and skilled at leading teams through it. You care deeply about developing people, building scalable systems, and shaping the future of onboarding. You will be responsible for the overall effectiveness and efficiency of the onboarding function, focusing on optimizing processes, and maintaining high customer satisfaction during the pivotal implementation phase. This is a highly visible leadership role, requiring strong relationship management skills not just with customers, but also as the primary bridge between Sales, Operations, and Customer Success to ensure smooth handoffs and alignment on the customer journey. You will guide your team to become trusted partners and product experts, directly contributing to Justworks' mission of enabling entrepreneurs to focus on building their businesses. Your Success Profile What You Will Work On • Work closely with Sales and Customer Success teams to ensure seamless new customer onboarding • Obsess over key metrics such as onboarding success and customer satisfaction • Coach your team members in reinforcing Onboarding best practices, our CSO identity, and the Justworks brand • Work closely with team members and internal teams to advocate for customer needs and that the voice of the customer is heard, understood, and prioritized • Handle general management responsibilities, such as conducting 1:1s, leading regular team meetings, generating reports, and conducting annual performance reviews • Support hiring and expansion of our Onboarding Team • Focus on continuous process and quality improvement in partnership with cross-functional teams • Other duties as needed based on department and/or organizational needs How You Will Do Your Work 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: • 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 appr