Manager, Mid-Market Customer Success

Summary

Join Boulevard as the Manager of Mid-Market Customer Success and lead a team of Customer Success Managers, driving customer satisfaction and retention. You will develop and execute strategies to enhance customer engagement and adoption. Your responsibilities include mentoring your team, refining customer engagement strategies, and championing the customer voice within the organization. You will leverage data-driven insights to improve the customer journey and drive customer retention and expansion. This role requires significant experience in customer success and leadership, along with strong communication and data analysis skills. Boulevard offers a competitive salary, comprehensive benefits, and a fully remote work environment.

Requirements

• 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
• 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

Responsibilities

• 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

Benefits

• 401(k) match plus dental, medical, vision, and life insurance
• 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