From Justworks's posting. “We” and “our” refer to the employer.
Who We Are
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.
Our Values
If this sounds like you, you’ll fit right in.
Who You Are
As the Director of Onboarding, you will be a vital part of the leadership team for Justworks’ broader Customer Success Organization. In this role, you will lead Justworks’ Customer Onboarding function, responsible for customers transitioning from the Sales team (acquisition) to being live on Justworks platform.
You will oversee a 40+ person organization ensuring new customers to Justworks are properly set up to use the Justworks solution. Beyond getting a customer live and compliantly on the platform, your team is focused on adoption and optimization of our products, including add-on services and marketplace integrations. You will be responsible for ensuring high-quality customer service, effective onboarding, and commercial revenue expansion.
You will bring experience in driving customer onboarding journey optimization—bringing together operational rigor, technical expertise, and seamless delivery. You will foster a best-in-class onboarding organization through partnership with key stakeholders, including our customers, to ensure viable and value-adding services to the business. You will focus on driving success through mentoring and planning for a team of Onboarding Managers and the frontline managers overseeing them.
You will report directly to the Senior Director of Customer Success.
This position plays a key role in driving success for our customers while simultaneously increasing revenue to the business. In order to be successful, the Director will need to be:
A strategic business leader- you strike the right balance of ensuring exceptional customer experiences, managing to key performance indicators including retention and growth, and setting the strategic vision for Onboarding as Justworks grows.
An exemplary people manager- you invest in your people, and are always thinking about how to develop their skills, provide them with new experiences, and grow their knowledge about partnering and managing customers in our complex and ever changing industry.
A problem solver- you genuinely enjoy figuring out how and why things work, and looks to optimize for the customers and scale for Justworks.
A proactive relationship builder- you partner with key stakeholders, including our customers and internal, cross-functional partners, to ensure the growth of the business and that the Customer Success team is best-in-class.
Your Success Profile
What You Will Work On
Lead, expand and mentor the Customer Onboarding team by setting the strategy, prioritizing Objectives and Key Results (OKRs), as well as hiring, training and developing a world-class team.
Drive customer lifetime value by optimizing the customer onboarding journey, delivering promised value through exceptional operational and technical experience design.
Deploy programs to drive early adoption and business value.
Co-create and execute a multi-faceted onboarding journey strategy in partnership with the Director of Growth & Retention, Product, and Marketing.
Work cross functionally with peers across the company to collaborate and ensure that your team has what they need to be successful.
Represent the voice of the customer and influence internal stakeholders by promoting a customer-centric mindset across the organization.
Partner closely with Sales and Revenue leadership to identify expansion opportunities during onboarding, driving early adoption of add-on services and marketplace integrations to maximize platform optimization.
Display a high level of professionalism and compassion when working with employees and customers.
Perform other duties, as needed, based on department and/or organizational needs.
How You Will Do Your Work
As a Director of 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.
T aking 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 o 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
Minimum of 10 years of professional experience, ideally in onboarding, implementation, customer success, account management, account development, customer support, professional services or related fields
Minimum of 6 years of people management experience building and managing large (ideally 40+ employees) customer-facing teams in a fast-paced, dynamic environment
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 an easy to understand way
Ability to architect onboarding and implementation delivery models that align with current customer segments, deliver customer value and scale with growth projections
Comfortable advocating for customers with the ability and willingness to engage directly with customers
Approach decision making with a data-driven mindset to experiment and iterate
Passionate about our Customer Success team identity of being Humans, Owners, Optimists and Experts, and our approach of service excellence
Aligned with Justworks' mission and share our core values: Camaraderie, Openness, Grit, Integrity and Simplicity
Experience in tech/SaaS a plus
The base wage range for this position based in our New York City Office is targeted at $166,000.00 to $214,000.00 per year.
#LI-Hybrid #LI-KC2
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 accommodations@justworks.com
. Your comfort and success matter to us, and we're here to ensure an inclusive experience.
Our DEIB Report
About this listing
LAYIQ is an independent job-discovery service. This listing does not imply a partnership with or endorsement by the employer. Review the original posting for current details and availability.
