Onboarding Experience Leader

Justworks; New York (NY); On-site; USD 109,000 - 136,000; Full time

Benefits offered by this job

Great benefits

Wellness program

Company retreats

Job summary

Justworks, based in New York City, seeks a Manager, Onboarding to lead the onboarding experience for new customers. You will mentor a team, standardize processes, and ensure a seamless transition from sales to customer success, shaping a scalable onboarding program.

You’ll leverage data to drive decisions, balance strategic planning with hands-on leadership, and partner across Sales, Operations, and CS to deliver a best-in-class customer journey and high satisfaction during implementation.

Qualifications

• 5+ years of experience in customer onboarding, customer success, or service operations.
• 3+ years of people and team management experience.
• Proven track record of coaching and developing high-performing teams.
• 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

• 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.

Skills

Onboarding leadership

Customer success

Cross-functional collaboration

Data-driven decisions

Coaching and development

Job description

Justworks, based in New York City, seeks a Manager, Onboarding to lead the onboarding experience for new customers. You will mentor a team, standardize processes, and ensure a seamless transition from sales to customer success, shaping a scalable onboarding program.

You’ll leverage data to drive decisions, balance strategic planning with hands-on leadership, and partner across Sales, Operations, and CS to deliver a best-in-class customer journey and high satisfaction during implementation.