Director of Customer Success

Boston, MA, US • Issuer Success

Director of Customer Success

What You’ll Be Doing  

  • Promote value to our customers by ensuring a positive end-to-end user experience driven by excellent customer support 
  • Develop and execute strategies to continually educate customers in the value propositions, use cases, and best practices of our software
  • Develop an in-depth understanding of the BondLink Platform’s products and tools and the needs of our client base
  • Manage a fast growing team of customer success associates across BondLink’s multiple products and business lines
  • Proactively Identify staff needs and oversee the recruiting, hiring and training of new team members
  • Develop an oversight and QA process to ensure consistent and superior customer support
  • Manage the assignment of new clients to support associates, ensuring the onboarding of new clients runs smoothly and according to company standards
  • Proactively identify and review any client concerns and technical problems 
  • Assist team with strategies to maintain a high level of client engagement and satisfaction
  • Develop annual and quarterly KPIs for the team and individual contributors
  • Ensure account information and client records are properly maintained 
  • Use data to discover the needs, measure the health, and advocate for customers 
  • Collaborate, maintain and build on workflows with other teams within BondLink, including Sales, Product, Marketing and Engineering, to deliver the best customer experience, to roll-out new products and to drive engagement, growth and retention

What You’ll Bring 

  • Proven work experience as a software Customer Success Director or similar role with experience overseeing a large client base, as well as experience hiring, developing, and motivating a team
  • A quick study who will develop knowledge of Investor Relations and municipal credit/transparency best practices, and the municipal bond issuance process 
  • Experience promoting value to our clients through the delivery of an excellent customer experience
  • Skills in developing educational or tutorial content to drive engagement and retention of clients and for training new staff according to company processes 
  • Experience building and documenting internal operational processes and improving on existing processes
  • Self-starter with proven ability to own projects from initial development to rollout
  • Accountability and personal organization are essential
  • Outstanding problem-solving, strategic, and analytical skills
  • Ability to build effective relationships (listen, communicate, influence, and collaborate) at all organizational levels to deliver results.
  • Top-notch communication and presentation skills, to foster positive internal and external relationships, including experience communicating data-driven insights to senior executives
  • Desire to work in a fast-moving startup culture
  • Ability to adapt and change with the needs of the organization and business
  • Experience with Salesforce and HubSpot Service Hub software a plus
  • This is a full-time position with commensurate salary based on experience

Why BondLink?

  • Cool mission: We’re in the business to help municipalities (states, cities, towns, schools, universities, public housing, etc.) save money through technology. If that doesn’t excite you, this is not the company for you
  • BondLink is off to a fast start, gaining fantastic market traction since going live in 2016, with prominent, existing clients in nearly every state and every sector of the $4 trillion municipal bond market
  • Our founders have significant startup and bond market/industry expertise
  • The BondLink sales advantage: First-to-market in a deep, target-rich environment
  • In January 2018, the company announced a $10 million Series A round of financing led by Franklin Templeton Investments, one of the biggest municipal bond fund managers in the country
  • In May of 2021, the company announced a $15 million Series B round of financing led by Intercontinental Exchange, parent company to 12 regulated exchanges and marketplaces including the New York Stock Exchange as well as six clearing houses worldwide

What We Offer

  • ​Competitive compensation plan commensurate with experience
  • Stock Options
  • Comprehensive premium insurance plans for medical, vision and dental. All 100% paid for by BondLink with zero cost to the employee
  • Unlimited vacation time
  • Hybrid/flexible work schedule 
  • Annual Learning Allowance to contribute to your professional development
  • 16 Hours of annual personal volunteer time to give back at organizations you love 
  • 401K retirement savings plan