Manager, Customer Onboarding

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. 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.

Responsibilities

Lead and mentor a team serving as the initial point of contact for post-sales customers transitioning onto a new Justworks product; Oversee the entire onboarding lifecycle, ensuring a standardized, seamless, and service-first experience; Be responsible for the overall effectiveness and efficiency of the onboarding function; Optimize processes and maintain high customer satisfaction during the implementation phase; Act as the primary bridge between Sales, Operations, and Customer Success to ensure smooth handoffs; 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 team members in onboarding best practices, the CSO identity, and the Justworks brand; Advocate for customer needs and ensure the voice of the customer is heard 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 the Onboarding Team; Focus on continuous process and quality improvement with cross-functional teams; Other duties as needed based on department and/or organizational needs

Requirements

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

Nice to have

Experience in HR Tech or SaaS

Benefits

Welcoming and casual environment; Great benefits; Wellness program offerings; Company retreats; Opportunity to interact with and learn from leaders in the startup community; Total Rewards program including perks and benefits