Program Manager, Customer Success

Justworks•New York, NY

3h•$109,000 - $119,900•Hybrid

About The Position

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 At Justworks, we believe that every stage of the customer journey - onboarding, success, retention, and graduation - is an opportunity to deepen trust and drive growth. As we scale, we’re investing in a dedicated Customer Success & Retention Program Management function to ensure our customers feel supported, successful, and empowered from day one. We’re hiring a Customer Success & Retention Program Manager to design, launch, and optimize programs that improve customer satisfaction, adoption, and retention at scale. In this cross-functional role, you’ll partner closely with Customer Success, Onboarding, Support, Sales, Marketing, Product, and Revenue Effectiveness to ensure our customers experience seamless value throughout their journey with Justworks. This role is a fit for someone who is equal parts strategist, operator, and collaborator. You’ll be the engine behind some of our most impactful initiatives - including onboarding education, success milestones, feature adoption campaigns, and retention programs that safeguard customer loyalty. If you thrive in a fast-paced environment, love building and running programs that deliver measurable outcomes, and want to shape how thousands of small businesses experience Justworks, this is the role for you. Your Success Profile

Requirements

5+ years of experience in customer success, retention, or program management roles - ideally in SaaS or tech.
CRM & CS Platforms: Salesforce or similar (for managing customer journey programs, customer health, and retention workflows).
Proven success launching and scaling customer-facing programs that drive measurable impact (e.g., reducing churn, improving NPS, increasing adoption).
Strong project management skills - able to prioritize, plan, and align across multiple stakeholders and workstreams.
Analytical and data-driven mindset: Strong ability to pull insights from data, turn them into action, and measure impact.
Excellent collaboration and influence skills - you get results across functions without relying on authority.
Strategic + operational balance: Can zoom out to set a vision but also execute day-to-day.
Passion for improving customer experience and building programs that scale.

Nice To Haves

Familiarity with tools like Salesforce, Zendesk, Airtable, or similar platforms a plus.

Responsibilities

Own and scale full customer journey programs that span onboarding, success, and retention to drive measurable impact on customer adoption, satisfaction, retention, and expansion.
Design and operationalize workflows that standardize best practices across teams, products, and customer segments.
Translate insights into action by analyzing customer data, surfacing trends, and driving continuous improvement across customer journey touchpoints.
Empower frontline teams by developing playbooks, toolkits, and campaigns that help CSMs, Specialists, and Support engage and retain customers.
Lead retention and success programs including: first-year engagement tracks, business reviews, feature adoption campaigns, NPS surveys, churn analysis, and resell/renewal playbooks.
Close experience gaps by collaborating with cross-functional partners to address service, journey and/or product challenges.
Coordinate intake and prioritization of requests for the Success team
Partner with Marketing and Product to operationalize customer feedback loops and beta program coordination
Develop and communicate a compelling vision for Customer Success and Retention programs - articulating strategy, progress, and insights to leadership, stakeholders, and frontline teams so everyone is aligned on priorities and impact.
Track and measure program impact with clear KPIs such as logo retention, NRR/GRR, adoption and utilization rates, and NPS.
Serve as a thought partner to leadership by articulating program vision, results, and opportunities.
Perform other related duties as assigned.