Director, Customer Onboarding

Justworks•New York, NY

8h•$166,000 - $214,000•Hybrid

About The Position

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.

Requirements

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

Nice To Haves

Experience in tech/SaaS a plus

Responsibilities

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.