Manager, Customer Success

Job description

A LITTLE BIT ABOUT Boldr

• 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.

LET’S START WITH OUR VALUES

• 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

WHAT IS YOUR ROLE

We’re looking for a strategic, tech-savvy Customer Success Manager to drive meaningful outcomes for a broad portfolio of clients. This hybrid role combines the high-touch relationship management of traditional Customer Success with the scale and efficiency of digital engagement.

You’ll own client relationships post-sale, ensuring our customers get the most value from our platform. You’ll engage stakeholders, guide onboarding and adoption, and proactively address risk and opportunity. At the same time, you’ll design and deliver scalable customer programs, leveraging automation, segmentation, and insights to support long-term retention and growth.

WHY DO WE WANT YOU

We are currently looking for impact-driven individuals who are passionate in helping Boldr grow and achieve our Purpose. We expect our Team to become our ultimate partners to success by always giving their 110% in everything, sharing their talents and quirks, and championing our core values: Curious, Dynamic and Authentic.

WHAT WILL YOU DO

Client Engagement & Relationship Management

• 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.

Revenue Growth & Renewal Management

• 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.

Scaled Success & Program Design

• 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.

Customer Advocacy & Cross-Functional Collaboration

• 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.

Continuous Improvement & Enablement

• 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.

WHAT WE’LL LIKE ABOUT YOU

YOU ARE…

• 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

YOU HAVE…

• 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.

PREFERRED:

• 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