Manager of Customer Onboarding

Justworks; New York (NY); Hybrid; USD 120,000 - 180,000; Full time

Benefits offered by this job

Volunteer time off

Parental leave

Work from home opportunities

Health, dental, vision insurance

Wellness & learning stipends

Equity & career growth

Job summary

Justworks is seeking a Manager, Onboarding to lead and mentor a team responsible for guiding post-sales customers through onboarding. You will oversee the entire lifecycle, ensuring a standardized, seamless, and service-first experience that underpins long-term customer success.

You will balance strategic thinking with hands-on execution, leveraging data to guide decisions, remove obstacles, and continuously improve onboarding processes across Sales, Operations, and Customer Success.

Qualifications

• 5+ years in onboarding, customer success, or service operations.
• Proven ability to coach and develop high-performing teams.
• Experience achieving team KPIs and operational targets.
• Strong written and verbal communication skills.
• Experience building or improving processes at scale.
• Experience in HR tech or SaaS preferred.
• Strong cross-functional collaboration abilities.
• Ability to lead and influence across Sales, Operations and Customer Success.

Responsibilities

• Lead and mentor the onboarding team to serve as the initial point of contact for post-sales customers.
• Oversee the onboarding lifecycle to ensure a standardized, seamless, service-first experience.
• Act as a bridge between Sales, Operations, and Customer Success to ensure smooth handoffs.
• Drive data-driven decisions, remove obstacles, and continuously improve processes.
• Coach team members on onboarding best practices and brand identity.

Skills

Coaching & development

Onboarding expertise

Customer success

Cross-functional collaboration

KPIs & targets

Communication skills

Process improvement

Team leadership

HR SaaS experience

Job description

• 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
• 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

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

Curious - the innate desire to learn, grow and understandAdaptability - the ability to adjust your approach or actions in response to changes in your external environmentAs 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 listeningSolution-oriented - identifies the source of a question or challenge and provides the right, or a better, way of doing thingsTaking responsibility - being accountable, being committed, and accepting ownership for one’s decisions, actions, and behaviorIntegrity - 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 exampleGrit - 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 attitudeCamaraderie - 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 othersOpenness - 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 othersSimplicity - Be like Einstein: “Everything should be made as simple as possible, but no simpler.”Experience in HR Tech or SaaS preferredProven track record of coaching and developing high-performing teamsDemonstrated success achieving team KPIs and operational targetsImpeccable organizational, written, and verbal communication skillsExperience building or improving processes in a scaling environment5 or more years of experience in customer onboarding, customer success, or service operations3 or more years of people and team management experienceStrong cross‑functional collaboration skills