Manager - Mid-Market Customer Success

February 28

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Boulevard

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Boulevard is a leading client experience platform designed for appointment-based, self-care businesses such as medspas, salons, spas, barbershops, and nail salons. With a focus on enhancing customer engagement and business efficiency, Boulevard offers a comprehensive suite of solutions including self-booking, client profiles, loyalty programs, payment systems, and marketing tools. The platform supports over 30,000 self-care professionals by streamlining scheduling, reports, and point-of-sale operations. Boulevard aims to elevate the self-care experience through innovative technology, empowering practitioners and delighting clients alike.

vertical software • experience economy • scheduling • online scheduling • software

201 - 500 employees

☁️ SaaS

💄 Beauty

🧘 Wellness

📋 Description

• 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.

🎯 Requirements

• 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. • Proven ability to collaborate effectively with leaders across departments, ensuring alignment and fostering a culture of teamwork to meet both customer and business goals. • 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. • 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. • 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.

🏖️ Benefits

• 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.