Director of Customer Onboarding

Justworks; New York (NY); Remote; USD 180,000 - 260,000; Full time

Benefits offered by this job

Paid volunteer work

Paid parental leave

Work from home opportunities

Medical, dental, and vision insurance

Equity

Headspace access

ClassPass stipend

BetterUp coaching

Learning & development opportunities

Apprenticeship program

Job summary

Justworks invites a strategic Director of Onboarding to join the Customer Success leadership. You will lead a 40+ person onboarding organization, ensuring new customers are set up, live, and positioned for adoption and expansion.

Collaborating with Sales, Growth & Retention, Product and Marketing, you will design and execute a best-in-class onboarding journey, hire and mentor managers, and drive revenue through early value delivery.

Qualifications

• 6+ years of people management experience leading large customer-facing teams (40+).
• Ability to architect onboarding and implementation delivery models that scale with growth.
• Experience in SaaS/tech is a plus.

Responsibilities

• Lead onboarding organization strategy, OKRs, hiring and development.
• Mentor onboarding managers and frontline managers.
• Partner with Sales and Revenue to identify expansion opportunities during onboarding.

Skills

Leadership

Onboarding strategy

Customer success

Cross-functional collaboration

People management

Data-driven

Job description

• As the Director of Onboarding, you will be a vital part of the leadership team for Justworks’ broader Customer Success Organization. In this role, you will lead Justworks’ Customer Onboarding function, responsible for customers transitioning from the Sales team (acquisition) to being live on Justworks platform
• You will oversee a 40+ person organization ensuring new customers to Justworks are properly set up to use the Justworks solution. Beyond getting a customer live and compliantly on the platform, your team is focused on adoption and optimization of our products, including add-on services and marketplace integrations. You will be responsible for ensuring high-quality customer service, effective onboarding, and commercial revenue expansion
• You will bring experience in driving customer onboarding journey optimization—bringing together operational rigor, technical expertise, and seamless delivery. You will foster a best-in-class onboarding organization through partnership with key stakeholders, including our customers, to ensure viable and value-adding services to the business.
• You will focus on driving success through mentoring and planning for a team of Onboarding Managers and the frontline managers overseeing them. You will report directly to the Senior Director of Customer Success
• This position plays a key role in driving success for our customers while simultaneously increasing revenue to the business
• Lead, expand and mentor the Customer Onboarding team by setting the strategy, prioritizing Objectives and Key Results (OKRs), as well as hiring, training and developing a world-class team
• Drive customer lifetime value by optimizing the customer onboarding journey, delivering promised value through exceptional operational and technical experience design
• Deploy programs to drive early adoption and business value
• Co-create and execute a multi-faceted onboarding journey strategy in partnership with the Director of Growth & Retention, Product, and Marketing
• Work cross functionally with peers across the company to collaborate and ensure that your team has what they need to be successful
• Represent the voice of the customer and influence internal stakeholders by promoting a customer-centric mindset across the organization
• Partner closely with Sales and Revenue leadership to identify expansion opportunities during onboarding, driving early adoption of add-on services and marketplace integrations to maximize platform optimization
• Display a high level of professionalism and compassion when working with employees and customers
• Perform other duties, as needed, based on department and/or organizational needs

Benefits

• Paid volunteer work
• Paid parental leave
• Work from home opportunities
• Medical, dental, and vision insurance, plus access to One Medical, Kindbody, and Teladoc
• Premium access to Headspace, ClassPass stipends, and webinars to support your overall wellness on topics like nutrition, budgeting, mindfulness, and more
• All Justworks offers include equity, and Justworkers can continue to earn more over time with promotions and tenure
• Extensive learning & development opportunities through workshops, ExecOnline, Udemy, and BetterUp coaching
• Apprenticeship program that supports internal movement and growth

A proactive relationship builder- you partner with key stakeholders, including our customers and internal, cross-functional partners, to ensure the growth of the business and that the Customer Success team is best-in-classA strategic business leader- you strike the right balance of ensuring exceptional customer experiences, managing to key performance indicators including retention and growth, and setting the strategic vision for Onboarding as Justworks growsIn order to be successful, the Director will need to be:A problem solver- you genuinely enjoy figuring out how and why things work, and looks to optimize for the customers and scale for JustworksAn exemplary people manager- you invest in your people, and are always thinking about how to develop their skills, provide them with new experiences, and grow their knowledge about partnering and managing customers in our complex and ever changing industryConsultative- 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 listeningIn this role, your foundational knowledge, skills, abilities and personal attributes are anchored in the following competencies:Solution-oriented- Identifies the source of a question or challenge and provides the right, or a better, way of doing thingsAdaptability- The ability to adjust your approach or actions in response to changes in your external environmentCurious-The innate desire to learn, grow and understandTaking responsibility- Being accountable, being committed, and accepting ownership for one’s decisions, actions, and behaviorPassionate about our Customer Success team identity of being Humans, Owners, Optimists and Experts, and our approach of service excellenceComfortable advocating for customers with the ability and willingness to engage directly with customersExperience working with complex products and communicating complicated ideas and processes in an easy to understand wayTrack record of building, executing, and hitting adoption and revenue expansion plansMinimum of 6 years of people management experience building and managing large (ideally 40+ employees) customer-facing teams in a fast-paced, dynamic environmentAbility to architect onboarding and implementation delivery models that align with current customer segments, deliver customer value and scale with growth projectionsAligned with Justworks’ mission and share our core values: Camaraderie, Openness, Grit, Integrity and SimplicityMinimum of 10 years of professional experience, ideally in onboarding, implementation, customer success, account management, account development, customer support, professional services or related fieldsExperience in tech/SaaS a plusExperience leading a management team of managersApproach decision making with a data-driven mindset to experiment and iterate