Manager, Customer Success (Partnerships)

Who Boundless Is

We’re 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, we’ve aided over 100,000 individuals in their quest for U.S. residency. 

We're 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.

Your Mission

As the Manager, Customer Success (Partnerships) at Boundless, your mission is twofold: to ensure your team consistently delivers best-in-class service, and to drive continuous improvement across the customer journey. You’ll lead and support a team of Project Managers providing them with hands-on coaching, structured development, and clear guidance to help them thrive. Your leadership will be key to delivering a seamless, high-quality client experience by balancing daily execution with long-term process improvements. Through proactive oversight and close collaboration with cross-functional teams, you’ll help resolve issues quickly, streamline workflows, and ensure client deliverables are completed on time. By empowering your team and refining how we work, you’ll shape the client experience, strengthen our service delivery, and help scale Boundless as a trusted leader in immigration support.

What You Will Do

• Coach, counsel, and support Project Managers (PM)
• Build short, medium and long-term professional goals for each PM, then empower them to meet and exceed those goals
• Share regular feedback and conduct annual performance reviews;
• Monitor, organize and encourage PTO for the PM team, balancing individual needs with team-wide capacity.
• Monitor team capacity, and determine assignments for clients.
• Onboard new team members.
• Build out a resource library to document best practices.
• Serve as an escalation point and track key issues for the team and, in partnership with CS Director, identify opportunities to proactively minimize those occurrences.
• Build new, and iterate upon current PM processes in partnership with the CS Director.
• Collaborate with partner attorneys to collect performance and process feedback, incorporating into onboarding and coaching. 

• Utilize queues and reporting tools in our proprietary case management system to ensure all cases are filed on time, and collaborate with internal teams and clients to proactively identify cases that have encountered delays or obstacles, taking proactive measures to expedite their resolution;
• Coordinate with Cross-functional managers (Attorneys, Support, Operations) to facilitate a smooth workflow and timely completion of tasks, adhering to internal service level agreements (SLAs) on timely preparation of cases;
• Stay updated on product and immigration changes, attending company-organized training sessions and workshops to enhance knowledge and ensure a positive client experience.

About You

• 2-3 years minimum experience managing direct reports
• 2-3 years immigration experience
• Customer obsessed leader driven by a great customer experience
• Self-motivated with passion for results 
• Have the combination of customer experience excellence, process-building skills, leadership skills and the ability to collaborate cross-functionally 
• Ability to apply product knowledge to improve processes and achieve customer satisfaction
• Superior communication skills (written/verbal), project management skills, professional demeanor, and sound judgment
• Comfortable with ambiguity and rapidly-changing environments
• Roll-up-your-sleeves mentality
• Analytical and process-oriented mindset
• Thrive in a fast-paced industry and have a strong drive to prioritize client relationships, experience, and retention while maintaining quality standards and timelines
• Keen attention-to-detail with a sense of ownership in maintaining quality standards;
• Proven ability to effectively handle multiple tasks while prioritizing timely adherence to deadlines

Compensation

Compensation for this role includes both cash and equity. The starting base salary for this position is typically $117,000 - $145,000.  Total compensation offered for this role will be dependent on the candidate's experience, qualifications, skills and abilities as demonstrated in the interview and hiring process. Additionally, Boundless offers its U.S. full-time employees benefits, including medical, dental, vision, 401K match, life and AD&D insurance, short-term disability insurance, and commuter benefits.