Customer Onboarding Manager

<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><h1><strong>Who You Are</strong></h1> <p>As an Onboarding Manager, you are a trusted partner to new customers and a critical driver of successful implementations. You bring a consultative, service-first approach to your work, balancing structured execution with the ability to tailor onboarding experiences to meet customer needs.</p> <p>You are skilled at managing multiple stakeholders and navigating ambiguity, ensuring alignment across customers and internal teams. You take ownership of the onboarding process end-to-end, proactively managing timelines, identifying risks, and driving outcomes.</p> <p>You are confident leading customer conversations, asking thoughtful questions to understand goals, and translating those insights into actionable onboarding plans. You are a strong communicator who can explain complex concepts clearly and guide customers toward best practices.</p> <p>You are adaptable and solution-oriented, able to troubleshoot challenges and make informed decisions that keep onboarding on track. You are continuously refining your approach and contributing to a high standard of customer experience.</p> <h1><strong>Your Success Profile</strong></h1> <h2><strong>What You Will Work On</strong></h2> <ul> <li>Serve as the main point of contact for new customers, owning the end-to-end onboarding experience</li> <li>Project manage onboarding implementations, ensuring timely completion of all milestones</li> <li>Deliver and tailor core onboarding calls based on customer needs</li> <li>Apply a consultative approach to understand customer goals and align onboarding accordingly</li> <li>Proactively monitor onboarding progress and drive accountability across stakeholders</li> <li>Identify risks and blockers and lead resolution strategies across cross-functional teams</li> <li>Provide guidance on product configuration, payroll readiness, and best practices</li> <li>Triage and resolve customer inquiries, ensuring a high-quality and responsive experience</li> <li>Partner closely with Sales to ensure a seamless transition into onboarding</li> <li>Prepare and deliver onboarding completion summaries and transition documentation</li> <li>Performs other related duties as assigned</li> </ul> <h2><strong>How You Will Do Your Work</strong></h2> <p>As an Onboarding Manager, <em>how</em> results are achieved is paramount for your success and ultimately result in our success as an organization. In this role, your foundational knowledge, skills, abilities and personal attributes are anchored in the following competencies:</p> <ul> <li><strong>Consultative </strong>- 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.</li> <li><strong>Takin