Customer Onboarding Manager

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.

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.

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.

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.

What You Will Work On

• Serve as the main point of contact for new customers, owning the end-to-end onboarding experience
• Project manage onboarding implementations, ensuring timely completion of all milestones
• Deliver and tailor core onboarding calls based on customer needs
• Apply a consultative approach to understand customer goals and align onboarding accordingly
• Proactively monitor onboarding progress and drive accountability across stakeholders
• Identify risks and blockers and lead resolution strategies across cross-functional teams
• Provide guidance on product configuration, payroll readiness, and best practices
• Triage and resolve customer inquiries, ensuring a high-quality and responsive experience
• Partner closely with Sales to ensure a seamless transition into onboarding
• Prepare and deliver onboarding completion summaries and transition documentation
• Performs other related duties as assigned

How You Will Do Your Work

As an Onboarding Manager, how 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:

• 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.
• Taking responsibility - being accountable, being committed, and accepting ownership for one's decisions, actions, and behavior.
• Adaptability - the ability to adjust your approach or actions in response to changes in your external environment.
• Solution-oriented - identifies the source of a question or challenge and provides the right, or a better, way of doing things.
• Curious - the innate desire to learn, grow and understand.

In addition, all Justworkers focus on aligning their behaviors to our core values known as COGIS. It stands for:

• Camaraderie - Day to day you can be seen working together toward a higher purpose. You like to have fun. You’re an active listener, treat people respectfully, and have a strong desire to know and help others.
• Openness - Your default is to be open. You're willing to share information, understand other perspectives, and consider new possibilities. You’re curious, ask open questions, and are receptive to thoughts and feedback from others.
• Grit - You demonstrate grit by having the courage to commit and persevere. You’re committed, earnest, and dive in to get the job done well with a positive attitude.
• Integrity - Simply put, do what you say and say what you'll do. You’re honest and forthright, have a strong moral compass, and strive to match your words with your actions while leading by example. 
• Simplicity - Be like Einstein: “Everything should be made as simple as possible, but no simpler.”

Qualifications

• 2–5 years of experience in customer onboarding, implementation, or customer success
• Strong project management and stakeholder management skills
• Ability to explain complex products or services clearly and effectively
• Strong attention to detail with the ability to manage competing priorities
• Experience working cross-functionally in a fast-paced environment

The base wage range for this position based in our New York City Office is targeted at $35.58 to $43.27 per hour.

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