Director of Customer Onboarding

Join Justworks, a leading platform for small businesses. As the Director of Customer Onboarding, you will lead the onboarding function, ensuring new customers are set up for success on the Justworks platform. You will oversee a team of 40+ and focus on customer adoption, optimization, and revenue expansion. This role requires strong leadership, strategic thinking, and a customer-centric mindset.

• Lead and mentor a team of 40+ onboarding professionals, setting the strategy and prioritizing objectives to ensure high-quality customer service and effective onboarding.
• Drive customer lifetime value by optimizing the customer onboarding journey, delivering promised value through exceptional operational and technical experience design.
• Collaborate cross-functionally with peers across the company to ensure that the onboarding team has the resources and support needed to be successful.

• 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
• 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
• In order to be successful, the Director will need to be:
• A problem solver- you genuinely enjoy figuring out how and why things work, and looks to optimize for the customers and scale for Justworks
• 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
• 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
• In this role, your foundational knowledge, skills, abilities and personal attributes are anchored in the following competencies:
• Solution-oriented- Identifies the source of a question or challenge and provides the right, or a better, way of doing things
• Adaptability- The ability to adjust your approach or actions in response to changes in your external environment
• Curious-The innate desire to learn, grow and understand
• Taking responsibility- Being accountable, being committed, and accepting ownership for one's decisions, actions, and behavior
• Passionate about our Customer Success team identity of being Humans, Owners, Optimists and Experts, and our approach of service excellence
• Comfortable advocating for customers with the ability and willingness to engage directly with customers
• Experience working with complex products and communicating complicated ideas and processes in an easy to understand way
• Track record of building, executing, and hitting adoption and revenue expansion plans
• Minimum of 6 years of people management experience building and managing large (ideally 40+ employees) customer-facing teams in a fast-paced, dynamic environment
• Ability to architect onboarding and implementation delivery models that align with current customer segments, deliver customer value and scale with growth projections
• Aligned with Justworks' mission and share our core values: Camaraderie, Openness, Grit, Integrity and Simplicity
• Minimum of 10 years of professional experience, ideally in onboarding, implementation, customer success, account management, account development, customer support, professional services or related fields
• Experience in tech/SaaS a plus
• Experience leading a management team of managers
• Approach decision making with a data-driven mindset to experiment and iterate