Customer Success Manager

Boundless is shaping what great global employment looks like. With Boundless, our goal is to remove all barriers to international employment around the world - knowledge, compliance, and cost. We are levelling the playing field across the global jobs market and making it easier for employees to access well paid opportunities from wherever they call home.

The Boundless product is more than just the software that onboards and manages payroll for employees; our product offering revolves around delivering compliant employment. For each country that we cover, we provide employment contracts, communicate important employment obligations, and guide our customers on how to be a ‘good’ employer based on the culture in that country. Key users of the product are, of course, the customer and the employee but also in-country partners (payroll, benefits, etc) and Boundless payroll and HR teams.

This role will own our long-tail of small customers', applying a low touch or scaled approach to drive successful outcomes.

For this Customer Success Manager position, we are offering a base salary of between €40,000 to €50,000 + OTE. This is a remote position, ideally based in EU or UK.

Responsibilities

• Full ownership of our Low Touch (LT) customer book of business. The three key pillars that you will be responsible for are driving improvements in account health, retention and expansion.
• Proactive and async engagement with your customers. Regularly re-enforcing the Boundless value proposition, with a focus on sharing: country updates, product updates & regulatory updates.
• Monitor customer health and report on any fluctuations within your portfolio, ensuring that risks are well known internally. Analyse trends and create strategy to proactively reduce risk.
• Create outreach programmes which prioritise finding upside opportunity, whilst preventing churn and downgrades.
• Contributing to company’s understanding of our LT customer base by sharing insights on their use cases, challenges, requirements and feedback.
• You will be LT customers’ primary internal stakeholder. Collaborating with marketing, product and support to give them a great customer experience.
• Work closely with CS leadership to develop the function and best practises.

The Ideal Candidate Will Have:

• 2-years minimum in customer facing capacity (CS/Sales), ideally with revenue carrying responsibilities
• Excellent communication skills, with curiosity and strong ability to uncover customer requirements, needs and opportunities  
• Brings strong analytical mindset, capable of converting data into insight
• Energetic, positive thinking and growth minded, with a proven track record of hitting targets
• Candidate has to be excited by building from scratch, iterating and experimenting, and defining what excellence looks like in this role
• Enthusiasm for problem-solving, data analysis, and continuous process improvement, with a focus on leveraging technology and automation to drive efficiency
• Fluent in English
• Eligibility to work in the EU or UK

Note: If you feel you don’t have the whole experience that we’re looking for but could be a fit and are willing to learn, do apply anyway! We are trying to build a diverse and inclusive team.

How we work:

• 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.
• Boundless is a remote-first team. That means that you can work remotely from any of these countries that Boundless supports within Europe, and you will enjoy the security of having full, compliant employment through our platform.
• Everyone on 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!
• We work a standard 8-hour day but operate core hours from 10.00-15.00 Dublin time, where you are expected to be contactable - leaving you to fit in the remaining 3 hours whenever works best for you.
• Location Flexibility - We employ people all over the world, and you’re free to work from any of the countries where Boundless supports employment. You will also have the ability to embrace working holidays from other countries, where role-specific obligations allow for it, and within parameters of employment compliance.
• 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 and equipment to do your best work.

ESOPs & Industry Benchmarked Salary

• Our employees having a stake in what they are building is important to us, hence we award ESOPs as part of our offer when employees join Boundless.
• We benchmark our salaries to the industry standards and believe in offering a fair salary that not only reflects your value at your level of experience in your field but also your value to us.

Career Progression, Learning & Development

• We’re always looking to reward good performance and see people progress through the organisation as we grow.
• Annual Budget to attend events, meet-ups, and conferences - You’ll be encouraged to build a network and develop your career.
• Monthly online team socials & quarterly international in-person team retreats - Opportunities to get to know your colleagues.

Other Benefits

• A set benefit allowance to spend on benefits of your choice.
• Employee Assistance Program - Your emotional well-being is important. We’ll provide you with paid-for access to mental health support.

Boundless is an Equal Opportunities Employer

We’re committed to building a diverse team. Quality comes from having different perspectives, and ensuring that we work with an interesting bunch of people with different ways of thinking requires diversity. We’re conscious that, while Diversity & Inclusion are often spoken about like they’re one thing, they are two different areas that need to be nurtured. There’s little point in building a diverse team if that diverse group of people doesn’t all have a voice. When we’re working collaboratively, we all must take responsibility for looking around the room and ensuring that ALL voices have an opportunity to be heard.