Customer Success Manager

Borderless AI; Toronto; On-site; CAD 70,000 - 90,000; Full time

Benefits offered by this job

Healthy benefits

Free lunch

Job summary

Borderless AI, headquartered in Toronto, seeks a Customer Success Manager to lead day-to-day client interactions and support our platform for international teams. This full-time role requires a client-first mindset and the ability to adapt as our software evolves, collaborating with Sales, HR Operations, Product, and Engineering.

You will own onboarding, adoption, and ongoing success, monitor health metrics, host support calls and QBRs, and advocate for customers internally. Spanish is a plus.

Qualifications

• 3+ years of experience in customer success, international HR, or a related field.
• Experience with CRM platforms.
• Strong communication and relationship-building skills.
• Ability to learn quickly, work independently and get stuff done.
• Experience working in a startup or fast-paced environment.
• Fluency in Spanish an asset.

Responsibilities

• Adopt a customer-centric mindset and collaborate with our Sales and HR Operations teams to deliver the highest level of service to our business customers
• Drive customer onboarding, adoption, and ongoing success across the Borderless AI platform
• Independently resolve customer related concerns as the needs arise, including: payroll related questions, terminations guidance, and other customer maintenance issues
• Own day-to-day customer communications including hosting customer support calls, quarterly business reviews, and customer account presentations
• Monitor account health, usage, and key success metrics to proactively identify risks and opportunities
• Provide ongoing feedback to the Product and Engineering teams to drive the improvement of our internal systems and tools
• Act as the customer advocate internally, sharing feedback with Product and Operations teams
• Partner cross-functionally to sharpen and continuously improve customer success workflows and policies
• Provide project support across cross-functional initiatives, from planning through execution

Skills

Customer success

Account management

Client relationships

Startup environment

Tools

Salesforce

HubSpot CRM

Job description

We’re on a mission to become the world’s most customer-obsessed HR platform.

Headquartered in Toronto, Canada, Borderless AI is a global payroll solution that leverages generative AI to automate and accelerate the onboarding, management, and payment of international team members, making it seamless to build and scale teams across borders.

Borderless AI has raised over $35M in funding from leading investors including Susquehanna and Bernard Arnault (via Aglaé Ventures), and is proud to support industry leaders such as Telus, The Ritz-Carlton, Mejuri, Ground News, and Dunlop.

With strategic partnerships across the HR ecosystem, including ADP, Workday, and Paychex, Borderless AI has achieved product-market fit and is building a profitable, enduring company for the long term.

The Opportunity

Borderless AI is seeking an exceptional Customer Success Manager who has customer success experience in HR-tech or HRIS companies to join our growing team. This full-time position will be responsible for all day-to-day interactions with our clients and operating the systems that we utilize to support them. Additionally, the ideal candidate is able to adapt to our ever-evolving software as we develop it to provide a best-in-class platform for our clients. The right candidate for this role is a person who loves navigating client-challenges, works collaboratively with other departments at Borderless AI, and has a client-first mentality. Finally, a candidate with international experience and the initiative to tackle daily tasks without being directed would be ideal.

• Adopt a customer-centric mindset and collaborate with our Sales and HR Operations teams to deliver the highest level of service to our business customers
• Drive customer onboarding, adoption, and ongoing success across the Borderless AI platform
• Independently resolve customer related concerns as the needs arise, including: payroll related questions, terminations guidance, and other customer maintenance issues
• Own day-to-day customer communications including hosting customer support calls, quarterly business reviews, and customer account presentations
• Monitor account health, usage, and key success metrics to proactively identify risks and opportunities
• Provide ongoing feedback to the Product and Engineering teams to drive the improvement of our internal systems and tools
• Act as the customer advocate internally, sharing feedback with Product and Operations teams
• Partner cross-functionally to sharpen and continuously improve customer success workflows and policies
• Provide project support across cross-functional initiatives, from planning through execution

Great candidates will have

• 3+ years of experience in customer success, international HR, or a related field
• Experience with CRM platforms
• Strong communication and relationship-building skills
• An ability to learn quickly, work independently and consistently get stuff done
• Experience working in a startup or fast-paced environment
• Fluency in Spanish an asset

About the Borderless AI team

• We’re an early stage company and we love to collaborate in person 5 days a week in our Toronto HQ.
• We offer a healthy benefits & perks package, including free lunch everyday.
• Customers are the heart of our business, we’re obsessed with our customers, and that drives the bulk of our decisions.
• Big challenges don’t scare us. We’re solving global problems that need creativity, technology, and determination. Be part of the impact!
• We’ll grant you a lot of autonomy and trust, and back it up with meaningful empowerment and support.

We appreciate your interest and application. Only those applicants under consideration will be contacted.

Borderless AI is an Equal Employment Opportunity employer. Employment decisions are based on merit and business needs, and not on race, colour, creed, age, sex, gender, sexual orientation, national origin, religion, marital status, medical condition, physical or mental disability, military service, pregnancy, childbirth and related medical conditions or any other classification protected by federal, state or provincial and local laws and ordinances.

Reasonable accommodation is available for qualified individuals with disabilities, upon request.