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

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

Who You Are

At Justworks, retaining our growing customer base is essential to long-term success. As we continue to scale, we’re investing in a dedicated, strategic function to lead and optimize our customer retention efforts.

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. 

The ideal candidate has prior experience launching and managing retention programs and can serve as a thought partner to the Justworks leadership team. This is a senior individual contributor role, reporting to the Sr. Manager of Customer Retention.

Your Success Profile

What You Will Work On

• 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.

How You Will Do Your Work

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.

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 o