Manager, Mid-Market Customer Success

Who is Boulevard?

Boulevard provides the first and only client experience platform for appointment-based, self-care businesses. We empower our customers to give their clients more of the magical moments that matter most.

Before launching in 2016, our founders spent months interviewing salon managers and working behind front desks to understand their pain points so we could design a modern, user-friendly platform that meets the unique needs of their business. Our roots may be in hair salons, but we are built for the broader self-care industry, including many types of salons, spas, medspa, barbershops, and more. Our technology not only helps our customers survive but thrive. Take a look at how we (and YOU) can make that happen. 

We have an insatiable curiosity and embrace experimentation. We believe that simple solutions require the most sophistication, and we design each and every detail to maximize potential, power, and impact. Do our values match? Read through our story and what we value the most.

Our team values and celebrates our diverse backgrounds. Being open about who we are and what we do allows us to do the best work of our lives. We believe in equal opportunity for all, and you should too.

What You’ll Do Here:

As the Manager of Mid-Market Customer Success, you will lead and mentor a team of Mid-Market Customer Success Managers, driving the success and satisfaction of our customers. You will be responsible for shaping and executing strategies to enhance customer engagement, adoption, and retention. Your leadership in building strong relationships, addressing customer challenges, and ensuring the team delivers outstanding value will be crucial to our continued growth and success.

• Lead and mentor a team of Mid-Market Customer Success Managers, providing guidance, support, and coaching to help them excel in their roles. Foster a culture of excellence, collaboration, and continuous improvement across the organization.
• Refine and execute on a customer engagement strategy that prioritizes customer success and satisfaction, ensuring sustained relationships and ongoing value realization.
• Champion the voice of the customer within the organization by gathering feedback and helping to shape product development, features, and improvements based on customer needs and pain points.
• Drive customer retention and expansion by boosting adoption of our full feature set, ensuring that customers derive maximum value from the platform.
• Continuously analyze and refine the criteria used in the customer health score. This helps identify early indicators of customer needs or potential churn
• Leverage data-driven insights to identify customer trends, behaviors, and opportunities for improvement in the customer journey, making informed decisions that enhance overall customer experience.
• Develop and maintain strong relationships with key mid-market accounts, ensuring their success, engagement, and long-term retention on the platform. 
• Act as the primary escalation point for the team, effectively orchestrating resources across the company to resolve customer issues and ensure a successful customer journey from start to finish
• Define, track, and analyze Customer Success KPIs, utilizing data trend analysis to identify opportunities for improvement and optimize customer outcomes.

What You’ll Need To Thrive:

• Experience: At least 8 years of experience in customer success or account management, with 3+ years of leadership experience within a revenue-focused customer success team. The ideal candidate will have a track record of managing a mid-market customer base with ARR ranging from $50K to $150K.
• Collaborative: Proven ability to collaborate effectively with leaders across departments, ensuring alignment and fostering a culture of teamwork to meet both customer and business goals.
• Expert prioritization: Strong skills in managing competing priorities and delivering results in a fast-paced, ever-changing environment. Able to make decisions quickly while keeping the bigger picture in mind.
• Data Driven: Deep understanding of SaaS metrics, including ARR, churn, NPS, NRR, and expansion numbers. Uses data to inform decisions and provide actionable insights to drive business growth and customer success.
• Communication: Exceptional communication and relationship-building skills, both with customers and internal executives. Able to clearly convey insights and strategies while maintaining strong relationships with key stakeholders.

In addition to the wonderful people you’ll get to work with and challenging projects that’ll push you - Boulevard is here to make sure you’re always at the top of your game emotionally, mentally, and physically. 

• ✨ We’ve got you covered with a 401(k) match plus dental, medical, vision, and life insurance. 

• 🏝 Take a break whenever you need with our flexible vacation day policy. 

• 🖥 Fully remote so you can choose where you want to work. You’ll receive a work from home stipend every month. 

• 💚 Family planning resources and specialized support programs. 

• 🔮 Equity: get ahead on the ground floor and grow with Boulevard. 

• 💅 Boulevard Bucks Learning and Development program allows employees to explore businesses in the market we serve.

📲 We recommend following our official LinkedIn page to stay up to date on all things Boulevard life!

Boulevard Labs, Inc. is an Equal Opportunity Employer committed to hiring a diverse workforce and sustaining an inclusive culture. All employment decisions at Boulevard Labs, Inc. are based on business needs, job requirements, and individual qualifications, without regard to race, color, religion, marital status, age, national origin, ancestry, physical or mental disability, medical condition, pregnancy, gender, sexual orientation, gender identity or expression, veteran status, or any other status protected under federal, state, or local law.