Customer Success Manager

Borderless AI Ventures Inc.; Toronto; On-site; CAD 90,000 - 110,000; Full time

Benefits offered by this job

Free lunch everyday

Benefits package

Job summary

Borderless AI is seeking an exceptional Customer Success Manager with experience in HR-tech or HRIS to join our growing team in Toronto. This full-time role handles all day-to-day client interactions and supports our evolving platform to provide a best-in-class experience for customers.

The ideal candidate has 3+ years in customer success or international HR, strong communication skills, and a client-first mindset.

Qualifications

• 3+ years in customer success, international HR, or related field.
• Experience with CRM platforms.
• Excellent communication and relationship-building skills.
• Customer-first mentality and autonomy.
• Experience in startup or fast-paced environments; Spanish is a plus.

Responsibilities

• Deliver high-level service to business customers with Sales and HR Ops teams.
• Lead onboarding, adoption, and ongoing success on the Borderless AI platform.
• Resolve payroll and maintenance questions; manage terminations guidance.
• Own day-to-day customer communications including support calls and reviews.
• Monitor account health and key success metrics; identify risks and opportunities.
• Provide feedback to Product and Engineering to improve internal tools.
• Advocate for customers internally; share feedback with Product and Ops.
• Cross-functional collaboration to improve CS workflows and policies.
• Support cross-functional initiatives from planning to execution.

Skills

Customer-centric mindset

Strong communication

Relationship-building

Independent learner

Startup experience

Tools

CRM platforms

Job description

Company

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.

Role & 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

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
• A customer first mentality
• 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.

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.

Salary Range: $90,000.00 - $110,000.00