Customer Retention Program Manager

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.

• 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.

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 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 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.

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.

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