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Director, Customer Success

Pioneer Square Labs

Pioneer Square Labs

Customer Service, Sales & Business Development
San Diego, CA, USA · San Diego, CA, USA · Seattle, WA, USA
Posted on Friday, June 7, 2024

Who Boundless Is

Boundless, a Seattle, Washington-based company specializing in U.S. immigration services, is seeking an experienced Customer Success leader to join our team as the Director of Customer Success for our global CS organization. We have ~300 full-time employees across the Philippines and the U.S. (with 300+ in the Philippines), and have been featured in The New York Times, NBC News, and Univision. Our commitment to excellence has earned us an A+ Better Business Bureau rating and the 2018 "Business of the Year" award. As we continue to grow, we are looking for a strong Customer Success leader to elevate our Consumer (B2C) and Business (B2B) segments.

Your Mission

As the Director of Customer Success, you will lead and manage our Customer Success function, driving strategic initiatives to delight and retain our customers. You will oversee the entire customer journey, proactively anticipating and addressing customer needs. This role is designed for a proactive leader who can transform our Customer Success organization from a reactive to a strategic, customer-centric function. Your mission is to ensure our customers have an exceptional experience and long-term relationship with Boundless.

Key responsibilities:

Customer Success Strategy and Leadership:

  • Develop and execute a strategic vision for the Customer Success function that aligns with Boundless's growth objectives.
  • Oversee the Customer Success team, including both Consumer (B2C) and Business (B2B) segments, ensuring seamless and proactive customer interactions.
  • Lead the transformation of the Customer Success organization from reactive to proactive, anticipating customer needs and delivering outstanding service.

Operational Excellence:

  • Set and achieve Customer Success OKRs, KPIs, and SLAs, ensuring excellence in customer satisfaction, retention, and growth.
  • Continuously evaluate and improve customer success processes, leveraging data and feedback to drive enhancements.
  • Collaborate cross-functionally with product, marketing, sales, engineering, and legal teams to ensure a cohesive customer experience.

Team Leadership and Development:

  • Provide strong leadership to mentor, develop, and empower team leads and their members.
  • Create an engaging and inspiring work environment, fostering a culture of excellence and continuous improvement.
  • Set quarterly individual goals for direct reports and provide ongoing performance feedback.
  • Drive practices to track and manage team and individual performance, continuously raising the bar for expectations.

Customer Engagement and Advocacy:

  • Develop and maintain strong relationships with key customers, acting as a trusted advisor and advocate for their needs.
  • Implement customer feedback loops to ensure insights are integrated into product development and service enhancements.
  • Develop and execute customer success plans that drive customer engagement, satisfaction, and loyalty.

About You:

  • Proven experience in leading and transforming a Customer Success organization in a high-touch, high-stakes industry.
  • Strategic thinker with the ability to anticipate customer needs and drive proactive engagement.
  • Strong leadership skills with experience managing and developing a remote, global team for at least 5 years
  • Excellent communication skills, both written and verbal, with the ability to influence and collaborate cross-functionally.
  • Data-driven mindset with strong analytical skills to derive insights and drive improvements.
  • Experience in a fast-paced, rapidly changing environment with a roll-up-your-sleeves mentality.
  • Passionate about delivering exceptional customer experiences and driving business growth.