Strategic Customer Success Manager, Boundless

• 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)

Desirable

• 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
• 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