Director, Customer Onboarding

<div class="content-intro"><h1><strong>Who We Are</strong></h1> <p><span style="font-weight: 400;">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.</span></p> <p><span style="font-weight: 400;">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.</span></p> <p><span style="font-weight: 400;">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.</span></p> <p><a href="https://www.justworks.com/careers#values"><span style="font-weight: 400;">Our Values</span></a></p> <p><span style="font-weight: 400;">If this sounds like you, you’ll fit right in.</span></p></div><p><strong>Who You Are</strong><strong>&nbsp;</strong></p> <p>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.&nbsp;</p> <p>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.</p> <p>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.</p> <p>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:</p> <ul> <li>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.</li> <li>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.</li> <li>A problem solver- you genuinely enjoy figuring out how and why things work, and looks to optimize for the customers and scale for Justworks.</li> <li>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.</li> </ul> <p><strong>Your Success Profile</strong><strong>&nbsp;</strong></p> <p><strong>What You Will Work On&nbsp;</strong></p> <ul> <li>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.</