Customer Success Manager

Summary

Join Boundless as a Customer Success Manager and take ownership of a portfolio of smaller customers, focusing on account health, retention, and expansion. This remote position, ideally based in the EU or UK, requires proactive engagement with customers, monitoring account health, and developing outreach programs. You will collaborate with internal teams and contribute to the company's understanding of the customer base. The role offers a competitive salary (€40,000-€50,000 + OTE) and a flexible work environment. Boundless prioritizes employee well-being and offers generous benefits, including paid time off, flexible work arrangements, and professional development opportunities.

Requirements

• Have a minimum of 2 years of experience in a customer-facing capacity (CS/Sales), ideally with revenue-carrying responsibilities
• Possess excellent communication skills, curiosity, and a strong ability to uncover customer requirements, needs, and opportunities
• Be energetic, positive, growth-minded, and have a proven track record of hitting targets
• Have experience managing a higher volume of accounts and carrying out Customer Success responsibilities in a scaled setting
• Possess a strong analytical mindset and be capable of converting data into insights
• Be excited by building from scratch, iterating, experimenting, and defining what excellence looks like in this role
• Demonstrate enthusiasm for problem-solving, data analysis, and continuous process improvement, with a focus on leveraging technology and automation to drive efficiency
• Be fluent in English
• Be eligible to work in the EU or UK

Responsibilities

• Take full ownership of the Low Touch (LT) customer book of business
• Drive improvements in account health, retention, and expansion
• Engage proactively and asynchronously with customers
• Regularly reinforce the Boundless value proposition, focusing on sharing country updates, product updates, and regulatory updates
• Monitor customer health and report on any fluctuations within your portfolio, ensuring that risks are well known internally
• Analyze trends and create strategies to proactively reduce risk
• Create outreach programs that prioritize finding upside opportunity while preventing churn and downgrades
• Contribute to the company’s understanding of the LT customer base by sharing insights on their use cases, challenges, requirements, and feedback
• Serve as the LT customers’ primary internal stakeholder
• Collaborate with marketing, product, and support to give customers a great experience
• Work closely with CS leadership to develop the function and best practices

Preferred Qualifications

While not mandatory, 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!

Benefits

• Remote position, ideally based in EU or UK
• Base salary of between €40,000 to €50,000 + OTE
• 41 paid days off per year (including public holidays, 4 company days off, and birthday leave)
• Standard 8-hour day with core hours from 10.00-15.00 Dublin time
• Location flexibility to work from any of the countries where Boundless supports employment
• Ability to embrace working holidays from other countries, where role-specific obligations allow, and within parameters of employment compliance
• WFH/Co-work Stipends
• Generous Equipment/Hardware Budget
• ESOPs
• Industry benchmarked salary
• Career progression, learning & development opportunities
• Annual budget to attend events, meet-ups, and conferences
• Monthly online team socials & quarterly international in-person team retreats
• A set benefit allowance to spend on benefits of your choice
• Employee Assistance Program (paid access to mental health support)