Director, Customer Onboarding

As the Director of Onboarding, you will be a vital part of the leadership team for Justworks’ broader Customer Success Organization. You will lead Justworks’ Customer Onboarding function, responsible for customers transitioning from the Sales team (acquisition) to being live on the Justworks platform. You will oversee a 40+ person organization ensuring new customers 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 report directly to the Senior Director of Customer Success.

• Lead, expand and mentor the Customer Onboarding team by setting the strategy, prioritizing 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.

• 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.
• 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. 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. 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.

Apply via the Justworks Greenhouse posting.