Justworks · 1 day ago
Program Manager, Customer Success
New York, NY
Full-time
Onsite
Mid, Senior Level
$109K/yr - $120K/yr
5+ years expJustworks is a company dedicated to helping businesses focus on running their operations by solving HR issues. They are seeking a Customer Success & Retention Program Manager to design, launch, and optimize programs that enhance customer satisfaction and retention, partnering closely with various teams to ensure a seamless customer experience.
Bookkeeping and PayrollComplianceEmployee BenefitsHealth InsurancePayments
Responsibilities
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
Coordinate intake and prioritization of requests for the Success team
Partner with Marketing and Product to operationalize customer feedback loops and beta program coordination
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
Qualification
Required
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
Preferred
Familiarity with tools like Salesforce, Zendesk, Airtable, or similar platforms a plus
Benefits
Great benefits
Wellness program offerings
Company retreats
Company
Justworks
Justworks is a cloud-based HR and payroll platform that helps small and mid-sized companies manage payroll, benefits, compliance, and HR.
1001-5000 employees
Funding
Current Stage
Late StageTotal Funding
$159.84MKey Investors
FirstMarkRedpointBain Capital Ventures
2023-11-01Series Unknown· $16.84M
2020-01-28Series E· $50M
2018-03-06Series D· $40M
Leadership Team
Michael Seckler
Chief Executive Officer
David Feinberg
Senior Vice President Risk & Insurance Programs
Recent News
Index Ventures
2025-12-29
2025-11-23
2025-10-30
Company data provided by crunchbase