Manager, Customer Success

• Boldr is the first global B-Corp dedicated to delivering world-class Client experiences while creating access to dignified, meaningful work in communities around the world.
• We are a global team, united by our desire to connect diverse people with common values for boldr impact.
• We employ just over a thousand team members across five countries and we want to employ over 5,000 people by 2027, if not sooner.

• Meaningful connections start with AUTHENTICITY
• We do our best work by being CURIOUS
• We grow by remaining DYNAMIC
• Our success combines AMBITIOUS VISION with OPERATIONAL EXCELLENCE
• At the heart of great partnerships we’ll always find EMPATHY

• Own customer relationships post-handoff from Sales, acting as the primary point of contact.
• Conduct regular check-ins to ensure product adoption, satisfaction, and retention.
• Understand customer goals and usage patterns to recommend best practices and optimize outcomes.
• Maintain a trusted advisor relationship and identify opportunities for upsell or expansion.
• Assist existing customers with product add-ons or subscription changes.

• Manage a pipeline of renewals and expansion opportunities in collaboration with AEs and Service Delivery Managers.
• Increase customer retention and drive incremental revenue across your book of business.
• Prioritize and manage a high volume of customers to ensure timely renewals.
• Maintain accurate records of all customer activities and pipeline updates in Salesforce.

• Design and execute scalable customer lifecycle strategies (onboarding, adoption, renewal).
• Develop and manage digital success programs such as webinars, in-app messaging, and automated outreach.
• Empower customers to self-serve by guiding them to relevant help documentation, tutorials, and resources.
• Leverage tools like Gainsight, ChurnZero, or HubSpot to monitor customer health, trigger workflows, and analyze engagement data.

• Act as the voice of the customer—identify feedback trends and advocate for product or process improvements.
• QA new features and contribute to support and enablement documentation.
• Collaborate cross-functionally with Sales, Support, Product, Marketing, and Order Management to deliver an exceptional customer experience.
• Maintain real-time coverage of inbound customer communication via email, phone, and live chat during business hours.

• Work with leadership to improve the SMB customer journey and success programs.
• Participate in training, onboarding, and enablement activities to stay current on product and process updates.
• Contribute to team-wide initiatives and take on additional customer success duties as assigned.

• Curious and authentic, just like us! #beboldr

• An analytical and critical thinker, with an eye for even the most minute of details
• Passionate about client satisfaction
• Familiarity with the e-learning space and the product offerings for authoring tools and learning management systems
• Fundamental understanding of sales development and order processing best practices
• Strong verbal and written communication skills
• Naturally curious with excellent critical thinking skills
• Resilient, adaptable and thrives in a fast-paced, high-volume environment
• Ability to work independently, while also contributing as part of a team
• Ability to understand customer’s business needs and how those connect back to product value
• Exceptional organizational skills and attention to detail, with the ability to successfully multi-task

• 3–5 years in Customer Success, Account Management, or similar client-facing SaaS role.
• Strong communication and interpersonal skills with a passion for helping customers succeed.
• Experience balancing a portfolio of accounts through both 1:1 and 1:many engagements.
• Familiarity with CS platforms (e.g. Gainsight, ChurnZero, HubSpot) and marketing tools.
• Analytical mindset—you can interpret customer data and use it to drive decisions.
• Comfortable working cross-functionally and managing multiple initiatives.
• Some exposure to sales, negotiations, or revenue discussions is a plus.

• Experience with email marketing, push, or SMS platforms.
• Basic knowledge of APIs, HTML, CSS, or JavaScript.
• Experience creating onboarding journeys or customer education programs.
• Background in lifecycle marketing or customer journey mapping.

• Private Health Insurance
• Paid Time Off
• Training & Development

Boldr