• Job Description

  Req#: 6605504003
  Who Boundless Is
  
  We're a team of immigrants and experts who have struggled with our own journeys through the complex, high-stakes U.S. immigration system. That is why we are building deeply customer-centric products and experiences to become the default trusted partner for all families and businesses. We are the largest player in the family immigration industry, and a high-growth challenger serving corporate clients. Across both consumer and business segments, we've aided over 100,000 individuals in their quest for U.S. residency.
  
  We're backed by influential venture investors around the country, including Foundry Group (led by Brad Feld), Trilogy Equity Partners, Pioneer Square Labs, Emerson Collective (Laurene Powell Jobs' foundation), Two Sigma Ventures, and Jerry Yang.
  
  Today, we are a dynamic growth-stage technology company with 350+ employees across the U.S. and Philippines. We are growing both organically and through strategic acquisitions. We are well-capitalized and positioned for long-term success.
  Your Mission
  
  The Director, Customer Success - Corporate role at Boundless is a key role on our client success team, and serves as a cornerstone in our commitment to delivering the industry's best client service.
  
  As our Director, Customer Success - Corporate, you will lead and manage our Customer Success- Corporate function, driving strategic initiatives to delight our partners and our shared clients. You will oversee the entire customer journey for HR partners and Foreign Nationals in SMB, Mid-Market and Enterprise accounts, proactively anticipating and addressing our clients' needs.
  What You Will Do
  
  • Develop and Execute a Strategic vision for the Customer Success- Corporate function that aligns with Boundless' growth objectives
  • Own client success for corporate segments, including delivery execution, customer satisfaction, NPS and long-term retention by ensuring services are delivered efficiently, expectations are managed effectively, and client value is consistently demonstrated.
  • Build, scale, lead and coach a team of Project Managers, including ICs and eventually Managers, setting clear performance goals, providing regular feedback and mentorship, and fostering a culture of accountability, collaboration, and continuous improvement.
  • Design and implement scalable success models and playbooks that standardize best practices, define engagement strategies, and ensure consistency in delivery across multiple account types and segments.
  • Set and achieve Customer Success OKRs, KPIs, and SLAs ensuring excellence in customer satisfaction, retention and growth and using data to drive continuous improvement in team performance and partner experience.
  • Participate in strategic account activities and customer visits to ensure value, align on goals, address concerns, and reinforce the value of the engagement with executive stakeholders.
  • Proactively identify and manage revenue risks and growth opportunities by monitoring account health signals, escalating issues early, and collaborating with cross-functional teams to mitigate churn and support client expansion initiatives.
  • Partner cross-functionally across the organization including Sales, Marketing, Legal, Product and Finance to achieve goals.
  About You
  
  • 7-10 years experience leading Customer Success teams and strategy.
  • Experience as a paralegal or attorney in the immigration space.
  • Self-motivated with passion for results
  • Have the combination of customer experience excellence, process-building skills, leadership skills and the ability to collaborate cross-functionally
  • Ability to apply product knowledge to improve processes and achieve customer satisfaction
  • Superior communication skills (written/verbal), project management skills, professional demeanor, and sound judgment
  • Comfortable with ambiguity and rapidly-changing environments
  • Roll-up-your-sleeves mentality
  • Analytical and process-oriented mindset
  • Thrive in a fast-paced industry and have a strong drive to prioritize client relationships, experience, and retention while maintaining quality standards and timelines
  • Keen attention-to-detail with a sense of ownership in maintaining quality standards;
  • Proven ability to effectively handle multiple tasks while prioritizing timely adherence to deadlines
  Why work for Boundless?
  
  Boundless offers employees the unique opportunity to grow professionally as leaders in the online immigration industry while driving positive social change. Every employee is essential to achieving our core mission of empowering every family to navigate the immigration system more confidently, rapidly and affordably.
  
  We are trailblazers in the online immigration space because we aren't constrained by convention - We think without bounds. Boundless is a place for employees who aren't afraid to continuously try new things. We value a spirit of inquiry and look for individuals who ask questions and challenge ideas to move us forward, to understand the why. We encourage our employees to focus on outcomes over output and to address complex challenges with simple solutions. Boundless is all about ownership, accountability, and flexibility in how we approach our individual company roles, and the industry as a whole.
  Compensation
  
  Compensation for this role includes both cash and equity. The starting base salary for this position is typically $130,000 to $208,000. Total compensation offered for this role will be dependent on the candidate's experience, qualifications, skills and abilities as demonstrated in the interview and hiring process. Additionally, Boundless offers its U.S. full-time employees benefits.
  
  Visit careers.boundless.com to learn more about Boundless, including our perks and benefits!

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