Director of Onboarding & Customer Growth

Justworks; New York (NY); On-site; USD 166,000 - 214,000; Full time

Job summary

Justworks, based in New York City, seeks a Director of Onboarding to lead the onboarding function within the Customer Success Organization. You will oversee a 40+ person team, ensure new customers are live on the Justworks platform, and drive adoption and revenue growth.

You will partner with Sales, Growth, Product, and Marketing to design scalable onboarding journeys, mentor managers, and uphold our customer-centric, data-driven standards.

Qualifications

• Minimum of 10 years of professional experience, ideally in onboarding, implementation, customer success, or related fields.
• Minimum of 6 years of people management experience building and managing large teams (40+ employees).
• Experience leading a management team of managers.
• Track record of building, executing, and hitting adoption and revenue expansion plans.
• Experience working with complex products and communicating complicated ideas and processes in an easy to understand way.
• Ability to architect onboarding and implementation delivery models that align with current customer segments, deliver customer value and scale with growth projections.
• Aligned with Justworks' mission and share our core values: Camaraderie, Openness, Grit, Integrity and Simplicity.
• Experience in tech/SaaS a plus.

Responsibilities

• 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.

Skills

Onboarding leadership

People management

Customer success

Strategic thinking

Data-driven

Cross-functional collaboration

Communication

Team mentorship

Tools

CRM systems

Data analytics

Job description

Justworks, based in New York City, seeks a Director of Onboarding to lead the onboarding function within the Customer Success Organization. You will oversee a 40+ person team, ensure new customers are live on the Justworks platform, and drive adoption and revenue growth.

You will partner with Sales, Growth, Product, and Marketing to design scalable onboarding journeys, mentor managers, and uphold our customer-centric, data-driven standards.