Customer Success Manager

Summary

Join Boulevard as a Success Manager and partner with mid-market customers in the self-care industry. Guide customers in using the platform, monitor their success, and ensure they maximize its value. Build strong relationships, gather feedback, and identify opportunities for growth. Advocate for customers and contribute to improving Boulevard's offerings. Leverage data analysis to drive growth and mitigate risks. This role requires 3+ years of experience managing mid-market accounts and strong business acumen.

Requirements

• Experience - 3+ years of managing multiple mid-market based accounts with a track record of success. Prior experience as a Salon Manager, Spa Director, or similar role is a plus
• Technical aptitude - You’ll learn Boulevard's technology platform, communicate with contacts of varying technical savvy, and offer creative solutions for customer needs
• Business Acumen - Acting like an owner and understanding what it takes to run a small business is critical to support and advise our customers
• Effective EQ - Team player with a multi-faceted communication style and sophisticated interpersonal skills. You’ll need to deliver direct messages with empathy and an eye on the long-term relationship
• Artful balancing - Proven ability to multi-task and manage multiple projects at a time while paying strict attention to detail and providing exceptional customer service
• Get-it-done energy - Success managers are self-starters who embrace change and challenge in our entrepreneurial, fast-paced environment
• Proactively identify and drive growth opportunities by leveraging experience, intuition, and data analysis, while also initiating escalation protocols and activating playbooks at the first sign of potential risk or operational challenges, ensuring timely mitigation and continued business success
• Joy for data - Comfortable analyzing customer metrics and providing data-driven recommendations

Responsibilities

• Guide and support customers through proficiency and adoption of each product
• Monitor customer health and critical metrics and take corrective action when necessary
• Ensure customers are receiving the most value from their partnership with Boulevard through business reviews and account planning
• Build and maintain healthy relationships, creating a high-caliber experience to ensure customer satisfaction and to minimize risk of churn
• Advocate for customers and surface their feedback to continuously improve Boulevard’s offering
• Proactively identify opportunities to boost adoption of Boulevard products and help our customers grow and success through an up-selling and cross-selling motion

Benefits

• Your cash compensation for this role is $80,000 base + $35,000 OTC. This cash compensation is subject to change, and there is always room for growth and advancement
• 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