Customer Success Enablement Manager

Who Boundless Is

Were 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 weve aided over 100000 individuals in their quest for U.S. residency.

Were 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.

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 Customer Success Enablement Manager your mission is to deliver an outstanding onboarding experience for our B2B clients. You will be responsible for guiding new clients through the onboarding process ensuring they are educated about our proprietary software platform familiar with our processes and comfortable with how we operate. You will make a lasting first impression by effectively introducing clients to our team and setting the tone for a successful partnership. You will collaborate closely with our offshore team to migrate client data efficiently and work with our Customer Success (CS) and Sales teams to ensure smooth handoffs and continuous improvement of our onboarding processes. Ultimately your goal is to create a 10-star customer experience from day one.

What You Will Do

Client Onboarding and Education:

• Lead the onboarding process for new Corporate clients ensuring they are thoroughly educated on Boundlesss software platform and services.
• Provide clients with detailed walkthroughs of our systems and processes ensuring they feel confident and supported.
• Serve as the primary point of contact during the onboarding phase addressing client questions concerns and needs promptly.
• Independently audit employee files received from prior counsel of new clients for completeness while simultaneously creating employee profiles that are complete accurate and legally sound

Process Improvement and Iteration:

• Continuously assess and improve the onboarding process to enhance client satisfaction and streamline operations.
• Collect and analyze feedback from clients and internal teams to identify areas for improvement.
• Collaborate with cross-functional teams including Sales and Product to implement process enhancements.

Collaboration and Communication:

• Work closely with the Customer Success and Sales teams to ensure a smooth handoff of clients from sales to onboarding.
• Partner with the Operations team to manage data migration and ensure a seamless transition of client information into our systems.
• Communicate effectively with all stakeholders to maintain alignment and transparency throughout the onboarding process.

Organization and Multitasking:

• Manage multiple client onboardings simultaneously ensuring that all timelines and milestones are met.
• Stay organized and prioritize tasks to handle a high volume of onboarding activities without compromising quality.
• Assist with creating and running ad hoc reports requested by clients and internal teams using .sql and manually
• Troubleshoot customer UX and use case issues independently seeking assistance from internal stakeholders as needed

About You

• You have around 7 years of experience in U.S. business immigration either at a law firm or in-house especially working with H-1B L-1 TN E-3 O-1 and PERM-based green cards.
• Youve managed high-volume H-1B cases including tracking deadlines and preparing extensions and portability analyses.
• Youre comfortable working with immigration databases or platforms and understand the importance of data accuracy and audit readiness.
• You have a strong grasp of key immigration topics such as maintenance of status AC21 portability max-out strategies PERM processes and consular issues and can explain these clearly to clients and colleagues.
• Youre detail-oriented proactive about spotting risks and confident balancing multiple deadlines without losing quality.
• You enjoy improving processes creating or refining SOPs and collaborating with different teams to solve problems.
• Youre a clear supportive communicator who can guide others and help simplify complex ideas.
• You dont need to have every skill or experience listed if youre motivated to learn and have a strong foundation wed love to hear from you.
• Ability to travel up to 25%