Program Manager, Customer Success and Retention

Job description

Program Manager, Customer Success and Retention

New York, New York

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Who We Are
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.



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.



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.



Our Values (https://www.justworks.com/careers#values)

If this sounds like you, you’ll fit right in.



Who You Are
At Justworks, we believe that every stage of the customer journey — onboarding, success, retention, and graduation — is an opportunity to deepen trust and drive growth.

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.

This role is a fit for someone who is equal parts strategist, operator, and collaborator.

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.

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.
Your Success Profile What You Will Work On

+ 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.

How You Will Do Your Work
We’re looking for someone who brings a strong mix of consultative, analytical, and operational skills.

Success in this role means:


+ 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.


+ 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

+ 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.


The base wage range for this position based in our New York City Office is targeted at $109,000.00 to $119,900.00 per year.



#LI-Hybrid #DW-1


Actual compensation is based on multiple factors that are unique to each candidate, including and not limited to skill set, level of relevant experience, and specific work location.

Salary ranges for positions based in other locations may differ based on the cost of labor in that location.



For more information about Justworks’ Total Reward Philosophy, including all of the perks and benefits we are proud to offer our team members, please visit Total Rewards @ Justworks (https://www.justworks.com/careers#total-reward-philosophy) .


Diversity At Justworks
Justworks is committed to maintaining a workplace where diversity of identity, culture, and life experience is the norm and is celebrated authentically and respected consistently.

Diversity in our work, our people, and our product drives creativity and innovation, entrepreneurial leadership and integrity, competitiveness, and collaboration throughout our business and in the market.

We depend on our differences to make our team stronger, our workplace more dynamic, and our product accessible to all of our customers.



We’re proud to be an equal opportunity employer open to all qualified applicants regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital or familial status, disability, pregnancy, gender identity or expression, veteran status, genetic information, or any other legally protected status.

Justworks is fully dedicated to providing necessary support to candidates with disabilities who may require reasonable accommodations.

We also provide reasonable accommodations to employees based on their sincerely held religious beliefs, as well as for other covered reasons consistent with applicable federal, state, and local laws.

If you're in need of a reasonable accommodation, please reach out to us at accommodations@justworks.com.

Your comfort and success matter to us, and we're here to ensure an inclusive experience.

Our DEIB Report (https://www.justworks.com/press/company-news/justworks-impact-report-2024)

Required Skill Profession

Other General