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Salary: USD 166,000 - 214,000 / annual
Justworks is seeking a Director of Customer Onboarding to lead a 40+ person organization responsible for transitioning new customers from Sales to live deployment on the Justworks platform. This is a strategic leadership role within the broader Customer Success organization, reporting directly to the Senior Director of Customer Success.
In this role, you will own the end-to-end customer onboarding journey, ensuring new customers are properly set up, compliant, and optimized on the platform. Your responsibilities extend beyond initial deployment to drive adoption of add-on services and marketplace integrations, directly impacting customer lifetime value and revenue expansion.
Key responsibilities include:
- Lead, expand, and mentor the Customer Onboarding team by setting strategy, prioritizing OKRs, and building a world-class organization through hiring, training, and development
- Optimize the customer onboarding journey to deliver promised value through exceptional operational and technical experience design
- Deploy programs to drive early adoption and business value realization
- Co-create and execute multi-faceted onboarding strategy in partnership with Growth & Retention, Product, and Marketing leadership
- Work cross-functionally across the company to ensure your team has necessary resources and support
- Represent the customer voice internally and promote customer-centric mindset across the organization
- Partner with Sales and Revenue leadership to identify expansion opportunities during onboarding
- Manage a team of Onboarding Managers and frontline managers overseeing them
You will be expected to operate with consultative, solution-oriented, and data-driven approaches. The role requires balancing exceptional customer experiences with key performance indicators including retention and growth, while setting strategic vision for Onboarding as the company scales.
Justworks is a people-focused HR and benefits platform helping businesses manage HR, payroll, and compliance. The company operates with core values of Camaraderie, Openness, Grit, Integrity, and Simplicity (COGIS).
REQUIREMENTS:
- Minimum 10 years of professional experience in onboarding, implementation, customer success, account management, account development, customer support, professional services, or related fields
- Minimum 6 years of people management experience building and managing large customer-facing teams (ideally 40+ employees) in fast-paced, dynamic environments
- 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 easy-to-understand ways
- Ability to architect onboarding and implementation delivery models that align with customer segments, deliver value, and scale with growth projections
- Comfortable advocating for customers with ability and willingness to engage directly with them
- Data-driven decision-making approach with comfort experimenting and iterating
- Passion for Customer Success team identity (Humans, Owners, Optimists, Experts) and service excellence
- Alignment with Justworks' mission and core values
- Tech/SaaS experience a plus
