Manager, Customer Onboarding (opens in a new tab)

Justworks, Inc.; New York (NY); Hybrid; USD 109,000 - 136,000; Full time

Job summary

Justworks, Inc. is seeking a Manager, Onboarding in New York City to lead the onboarding team and oversee the end-to-end onboarding lifecycle, ensuring a standardized, seamless, and service-first experience for customers.

You will guide a hands-on leadership approach, using data to drive decisions, remove obstacles, and scale processes while maintaining high customer satisfaction during implementation.

Qualifications

• 5+ years in customer onboarding, customer success or service operations.
• 3+ years of people and team management experience.
• Proven track record coaching and developing high-performing teams.
• Demonstrated success achieving team KPIs and operational targets.
• Experience building or improving processes in a scaling environment.
• Strong cross-functional collaboration skills.
• Impeccable organizational, written, and verbal communication skills.
• Experience in HR Tech or SaaS preferred.

Responsibilities

• Onboard new customers by coordinating with Sales and Customer Success.
• Monitor onboarding metrics like onboarding success and customer satisfaction.
• Coach team to reinforce onboarding best practices and brand.
• Advocate voice of the customer across stakeholders.
• Handle general management tasks: 1:1s, meetings, reports, reviews.
• Support hiring and expansion of the Onboarding Team.
• Drive continuous process and quality improvements with cross-functional teams.
• Perform other duties as needed.

Job description

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.

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.

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 approach or actions in response to changes in your external environment.


• Solution-oriented - identifies the source of a question or challenge and provides the right, or a better, way of doing things.


• Curious - the innate desire to learn, grow and understand.

In addition, all Justworkers focus on aligning their behaviors to our core values known as COGIS. It stands for:

• 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.


• 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.


• 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.


• Simplicity - Be like Einstein: \"Everything should be made as simple as possible, but no simpler\".

Qualifications

• 5 or more years of experience in customer onboarding, customer success, or service operations


• 3 or more years of people and team management experience


• Proven track record of coaching and developing high-performing teams


• Demonstrated success achieving team KPIs and operational targets


• Experience building or improving processes in a scaling environment


• Strong cross-functional collaboration skills


• Impeccable organizational, written, and verbal communication skills


• Experience in HR Tech or SaaS preferred

The base wage range for this position based in our New York City Office is targeted at $109,000.00 to $136,000.00 per year.

#LI-Hybrid #LI-AM2

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 Justworks

Justworks 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 [e-mail] . Your comfort and success matter to us, and we're here to ensure an inclusive experience.

We’re committed to building a culture where everyone feels welcome, supported, and empowered to thrive. We believe that a wide range of perspectives, experiences, and identities strengthens our team and helps us create the kind of workplace—and world—we want to see.

We believe that in order to gather accurate demographic information we need to move beyond traditional questions about gender, race and ethnicity, and sexual orientation in favor of more inclusive and open-ended approaches. Of course, thinking around these areas is ever-evolving so, wherever applicable please feel free to select \"I prefer to self-describe\" and then elaborate so we can use your feedback to inform survey selections in the future.

Participation in this survey is completely optional. Any responses you choose to share will not be associated with your application and will not in any way be used in any hiring decision. We are collecting this information to deepen our understanding of our candidate pool and to continue to foster a welcoming and equitable hiring experience for all.

At Justworks, we are building an open, inclusive, and collaborative culture that values each person’s unique potential. We strive to help every Justworker grow with confidence in the collective service of our company, our community, and our customers.

We know that creating a truly inclusive workplace where everyone thrives is an ongoing journey—one that requires consistency, accountability, and shared commitment. We’re proud of the company we’re building together, one great Justworker at a time.