Manager, Customer Onboarding

Justworks•New York, NY

10d•$109,000 - $136,000•Hybrid

About The Position

The Manager, Onboarding leads and mentors a team serving as the initial post-sales contact for customers transitioning to a new Justworks product. The role oversees the onboarding lifecycle and is accountable for delivering a standardized, seamless, service-first customer experience that supports long-term success. This hands-on, strategic leadership position focuses on the effectiveness and efficiency of onboarding, process optimization, and customer satisfaction during implementation. The manager uses data to guide decisions, removes obstacles, improves processes, and leads the team through change. The role also develops people and scalable systems, and serves as a key link among Sales, Operations, and Customer Success to support smooth handoffs and alignment throughout the customer journey.

Requirements

At least 5 years of experience in customer onboarding, customer success, or service operations.
At least 3 years of people and team management experience.
A 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.
Excellent organizational, written, and verbal communication skills.

Nice To Haves

Experience in HR Tech or SaaS.

Responsibilities

Work with Sales and Customer Success to ensure seamless onboarding for new customers.
Monitor key metrics, including onboarding success and customer satisfaction.
Coach team members on onboarding best practices, the CSO identity, and the Justworks brand.
Advocate for customer needs and ensure the customer voice is heard, understood, and prioritized by internal teams.
Conduct one-on-ones, lead regular team meetings, generate reports, and conduct annual performance reviews.
Support hiring and expansion of the Onboarding Team.
Partner with cross-functional teams on continuous process and quality improvement.
Perform other duties as needed based on department or organizational needs.