Customer Retention Program Manager, Justworks
$109-119k
Business operations platform
Be an early applicant
Business operations platform
1001+ employees
Be an early applicant
$109-119k
1001+ employees
Company mission
Justworks' mission is to help entrepreneurs and businesses grow with confidence.
Role
Who you are
- The ideal candidate has prior experience launching and managing retention programs and can serve as a thought partner to the Justworks leadership team
- 5+ years in customer retention, customer success, program management, or similar roles in SaaS or technology companies
- Proven track record of launching and managing customer-facing programs that reduce churn or improve customer satisfaction
- Self-starter who thrives in ambiguity and can prioritize effectively in a fast-paced environment
- Demonstrated ability to plan and align effectively—identifies growth opportunities, prioritizes tasks based on urgency and impact, and ensures timely, targeted communication to drive results
- Proven ability to optimize work processes—creates efficient workflows and clearly communicates to streamline execution and continuously improve productivity and outcomes
- Strong analytical skills — comfortable working with data to drive insights and decisions
- Strong cross-departmental collaborator—able to influence without authority and tailor messaging to different audiences
- Passionate about improving customer experience and operational efficiency
- Familiarity with Airtable, Zendesk, and Salesforce a plus
What the job involves
- We’re hiring a Customer Retention Program Manager to oversee the strategy and daily operations of our customer retention programs
- This cross-functional role will collaborate with key stakeholders across Customer Success, Support, Sales, Revenue Operations, Quality, Risk & Insurance, and Enablement to drive measurable impact on customer retention
- You’ll own key initiatives such as our customer resell programs, churn analysis, and retention project work — uncovering insights, identifying opportunities, and ensuring our teams are empowered to deliver a world-class customer experience
- This is a senior individual contributor role, reporting to the Sr. Manager of Customer Retention
- Own and operationalize customer retention programs to improve customer retention at scale
- Develop and maintain retention workflows that scale across teams, products and segments
- Analyze churn data to identify trends, root causes, and actionable insights
- Collaborate with cross-functional partners to address product, service, or experience gaps that impact retention
- Partner with Customer Success to ensure frontline teams have the right tools, playbooks, and messaging to proactively retain customers
- Surface new ideas and opportunities to improve customer experience and loyalty
- Monitor performance of retention programs and iterate based on impact
- Communicate insights and progress to leadership and stakeholders
- Run projects, as needed, that contribute to customer happiness and retention
- Perform other related duties as assigned
- As a Customer Retention Program 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
- Resourcefulness - taking a can-do approach, even in the face of obstacles and constraints by assessing what’s in front of you and effectively and efficiently optimizing what you have, whether it's working on something new or thinking about how to do something better
- Clear communication - the ability to articulate thoughts and express ideas effectively using oral, written, visual and non-verbal communication skills, as well as listening skills to gain understanding
- Initiative and motivation - identifying what needs to be done and doing it before being asked or before the situation requires it
- Customer focus - builds strong customer relationships and delivers customer-centric solutions
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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