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Strategic Customer Success Manager (Internationally Remote)

Boundless

Description

This is a fantastic opportunity for an ambitious Customer Success Manager to join a VC-funded, remote-first start-up focused on building the future of work.

Boundless was born from the belief that people should have the freedom to shape their work lives without forfeiting their right to secure employment. We started by looking for ways to offer flexibility in location and we’re expanding to offer flexibility across all things ‘work’, from location to compensation. Currently, 21 people across 8 countries are working hard to make that a reality and set the gold standard of remote employment.

We’re focused on filling the Boundless team with people who ‘get it’. People who have experience working remotely or who have tried to solve this problem before. People who enjoy the quality of life that flexible work offers and want to help others do the same. People who care.

About the Role

Our founding Strategic Customer Success Manager will manage Boundless’ largest customer relationships, and will be accountable for revenue retention, growth, and customer happiness across their book of business. The role centres around understanding our customers’ current needs and future goals for their internationally remote workforce, and taking a proactive, consultative approach to supporting them in meeting these goals. The ideal candidate will be passionate about empowering remote workforces, will bring a track record of developing meaningful customer relationships, and will be eager to apply their skills to setting a new standard for how Employers of Record deliver incredible results for customers and their employees.

Some key responsibilities will include:

  • Owning the end-to-end success for a book of Boundless’ largest customers, responsible for revenue retention, growth, and customer happiness metrics. Within this overarching goal, you will:
    • Closely align with your customers around their goals and priorities, and proactively plan and manage the customer relationship to achieve target outcomes;
    • Establish and cultivate strong relationships with senior executives and stakeholders within our customers’ organisations;
    • Serve as a representative of Boundless to our customers, conveying our strategic and product direction, and sharing how this direction will contribute to our customers’ goals;
    • Serve as a representative of our customers back to Boundless’ internal teams, advocating to ensure we’re working in the best interests of our customers;
    • Proactively manage and track customer data and metrics to ensure we’re delivering value, and to plan for customer renewal conversations; and,
    • Uncover opportunities to help our customers unlock additional value by leveraging Boundless’ services.
  • Contributing to the development of the Customer Success function (including tooling, process development, customer feedback, etc) by identifying opportunities for improvement, providing recommendations on approach, and helping drive positive change for the function.

Requirements

This role will suit you if…

  • You thrive when delighting customers, eager to exceed their goals and expectations.
  • You have excellent, thoughtful written and verbal communication skills.
  • You sweat the details. You take pride in your work, and approach even little tasks with craftsmanship and care.
  • You’re proactive. No challenge is too large for you to tackle it and see it through to completion.
  • You’re consultative in nature, with a high degree of empathy to identify and understand customer pains, goals, and opportunities.
  • You’re quick to identify opportunities for your customers, and can lead the strategic and commercial conversations to drive the opportunities to close.
  • You advocate for your customers, and want to help shape our products and services in an effort to positively impact your customers.
  • You have 5+ years of experience in customer-facing roles with accountability for revenue retention targets (ie. NDR).

Bonus points if you …

  • Have experience in or are passionate about the future of work and remote working.
  • Have experience implementing tools and processes to up-level a Customer Success function.
  • Have experience leading small Customer Success teams.
  • Have experience designing or implementing scaled Customer Success programs.
  • Thrive in a fast-paced, entrepreneurial start-up environment.

Benefits

We support fully flexible working! Boundless is a remote-first team. That means that you can work remotely from any of these countries that Boundless supports, and you will enjoy the security of having full, compliant employment.

Industry Benchmarked Salary – We benchmark our salaries to the industry standard for tech startups and we believe in offering a fair salary which not only reflects your value at your level of experience in your field but also your value to us.

Flexi benefits – a monthly allowance of €100 that can be used on a broad range of personal expenses.

Employee share options – share options allocations are made to all employees so that everyone shares in the success of the business.

Time Off – Everyone in the team is entitled to 41 paid days off per year (including public holidays, 4 company days off, and birthday leave). Your well-being is a high priority. You are encouraged to use this allowance and have a proper break to recharge your batteries!

Flexible Working Hours – We work a standard 8 hour day. Our core hours are 11.00-15.00 Dublin time – when you are expected to be contactable – leaving you to fit in the remaining 4 hours whenever works best for you. At Boundless, we want our work to fit our lifestyles. We don’t believe in counting hours and we want everyone to focus on goals and achievements instead. We know that everyone has different needs when it comes to how they work, when they’re most productive, and how they manage their life. We’re all responsible adults, and we trust each other.

Location Flexibility – We employ people all over the world, and you’re free to work from any of the countries here Boundless supports employment.

Full Employment – You will be on a locally-compliant permanent employment agreement, with full employment protections of the country that you’re based in.

Career Growth – We’re looking to reward good performance, and see people progress through the organisation as we grow.

WFH/Co-work Stipends – We contribute to the costs of home-working, or will provide you with a budget so that you work from a co-working space if you prefer not to work from home.

Generous Equipment/Hardware Budget – We’ll ensure you have the right tools to succeed.

Employee Assistance Program – Your emotional wellbeing is important. We’ll provide you with paid-for access to mental health supports.

Personal Development Budget to attend events, meet-ups and conferences – You’ll be encouraged to build a network and develop your career.

Regular International in-person retreats – all expenses paid team meetups 3 times per year.

Working holidays – Ability to do working holidays from other countries, where role-specific obligations allow for it, and within parameters of employment compliance.

Boundless is an Equal Opportunities Employer – If you don’t feel you tick all the boxes above, but this role really interests you, please do still apply.

 

THIS IS AN INTERNATIONALLY REMOTE ROLE THAT CAN BE DONE FROM ANY OF THE COUNTRIES WHERE BOUNDLESS SUPPORTS EMPLOYMENT

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