Customer Success and Retention Program Manager, Justworks
$109-119.9k
2+ days a week in office
Business operations platform
Be an early applicant
Business operations platform
1001+ employees
Be an early applicant
$109-119.9k
2+ days a week in office
1001+ employees
Company mission
Justworks' mission is to help entrepreneurs and businesses grow with confidence.
Role
Who you are
- 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
- This role is a fit for someone who is equal parts strategist, operator, and collaborator
- If you thrive in a fast-paced environment, love building and running programs that deliver measurable outcomes, and want to shape how thousands of small businesses experience Justworks, this is the role for you
- We’re looking for someone who brings a strong mix of consultative, analytical, and operational skills
- 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.”
- 5+ years of experience in customer success, retention, or program management roles — ideally in SaaS or tech
- CRM & CS Platforms: Salesforce or similar (for managing customer journey programs, customer health, and retention workflows)
- Proven success launching and scaling customer-facing programs that drive measurable impact (e.g., reducing churn, improving NPS, increasing adoption)
- Strong project management skills — able to prioritize, plan, and align across multiple stakeholders and workstreams
- Analytical and data-driven mindset: Strong ability to pull insights from data, turn them into action, and measure impact
- Excellent collaboration and influence skills — you get results across functions without relying on authority
- Strategic + operational balance: Can zoom out to set a vision but also execute day-to-day
- Passion for improving customer experience and building programs that scale
- Familiarity with tools like Salesforce, Zendesk, Airtable, or similar platforms a plus
What the job involves
- As we scale, we’re investing in a dedicated Customer Success & Retention Program Management function to ensure our customers feel supported, successful, and empowered from day one
- We’re hiring a Customer Success & Retention Program Manager to design, launch, and optimize programs that improve customer satisfaction, adoption, and retention at scale
- In this cross-functional role, you’ll partner closely with Customer Success, Onboarding, Support, Sales, Marketing, Product, and Revenue Effectiveness to ensure our customers experience seamless value throughout their journey with Justworks
- You’ll be the engine behind some of our most impactful initiatives — including onboarding education, success milestones, feature adoption campaigns, and retention programs that safeguard customer loyalty
- Own and scale full customer journey programs that span onboarding, success, and retention to drive measurable impact on customer adoption, satisfaction, retention, and expansion
- Design and operationalize workflows that standardize best practices across teams, products, and customer segments
- Translate insights into action by analyzing customer data, surfacing trends, and driving continuous improvement across customer journey touchpoints
- Empower frontline teams by developing playbooks, toolkits, and campaigns that help CSMs, Specialists, and Support engage and retain customers
- Lead retention and success programs including: first-year engagement tracks, business reviews, feature adoption campaigns, NPS surveys, churn analysis, and resell/renewal playbooks
- Close experience gaps by collaborating with cross-functional partners to address service, journey and/or product challenges
- Develop and communicate a compelling vision for Customer Success and Retention programs — articulating strategy, progress, and insights to leadership, stakeholders, and frontline teams so everyone is aligned on priorities and impact
- Track and measure program impact with clear KPIs such as logo retention, NRR/GRR, adoption and utilization rates, and NPS
- Serve as a thought partner to leadership by articulating program vision, results, and opportunities
- Perform other related duties as assigned
- Consultative: You listen deeply, build relationships, and develop solutions that meet real customer needs
- Resourceful: You find ways forward even in ambiguity, optimizing what you have while keeping a bias toward action
- Clear communicator: You translate complexity into clarity — for stakeholders, teammates, and customers alike
- Customer-obsessed: You measure success by the success of our customers, always keeping their experience at the center
- Strategic operator: You balance vision with execution, setting a roadmap while delivering results in the near-term
- And, like all Justworkers, you embody our COGIS values: Camaraderie, Openness, Grit, Integrity, and Simplicity
Our take
Justworks operates in an increasingly crowded space of all-in-one business operation suites, that include tools like human resources, payroll, employee management, benefits, and others that businesses critically need to operate as they scale.
Globally, human resource management has become an extremely fertile field, worth over $20 billion annually and predicted to grow to over $50 billion annually by 2030 - creating great opportunity for Justworks to continue to grow. The company is regarded as a market leader, but does see competition in the shape of Paychex Flex, Rippling, Paylocity, and TriNet, among others.
Solutions delivered by Justworks have proven to be extremely popular with SMEs, and this has not gone unnoticed by investors, with the company picking up exceptional amounts of funding. Justworks is known to have sights on going public, though action towards this end has been delayed until global mass-market conditions have settled from a period of volatility. However, the company's acquisition of
Steph
Company Specialist at Welcome to the Jungle
Insights
24% employee growth in 12 months
Company
Funding (last 2 of 7 rounds)
Nov 2023
$16.9m
LATE VC
Jan 2020
$50m
SERIES E
Total funding: $159.9m
Company benefits
- Paid volunteer work.
- Paid parental leave.
- Work from home opportunities.
- Medical, dental, and vision insurance, plus access to One Medical, Kindbody, and Teladoc.
- Premium access to Headspace, ClassPass stipends, and webinars to support your overall wellness on topics like nutrition, budgeting, mindfulness, and more.
- All Justworks offers include equity, and Justworkers can continue to earn more over time with promotions and tenure.
- Extensive learning & development opportunities through workshops, ExecOnline, Udemy, and BetterUp coaching.
- Engineering Apprenticeship program that supports internal movement and growth
Company HQ
Fulton Ferry District, NY
Leadership
Isaac Oates
(Executive Chair)Experience as a Senior Product Manager at Amazon before founding Adtuitive and serving as COO for a year. Left this position to spend 3 years as a VP at Etsy, before founding Justworks.
Salary benchmarks
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