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.

Come Do The Best Work Of Your Life At Boulevard

As the Director of SMB Customer Success, you will play a pivotal role in ensuring the success of our customers. You will grow and lead a team of Customer Success Managers while maintaining a hands-on approach, actively engaging with our customers to understand their needs, drive adoption, and provide strategic guidance. Your ability to build strong relationships, understand customer pain points, and drive customer retention will be critical to our continued growth and success.

What You’ll Do Here:

Lead and mentor a team of Customer Success Managers, providing guidance, support, and coaching to help them excel in their roles.
Develop and implement a customer engagement strategy that ensures customer success and satisfaction.
Champion the voice of the customer within the organization, helping to shape product development, features, and improvements based on customer feedback.
Drive customer retention and expansion by boosting adoption of our full feature set and professional services offerings Develop and implement customer health scorecards and proactively address any issues or concerns to ensure customer satisfaction and retention.
Develop and implement customer health scorecards and proactively address any issues or concerns to ensure customer satisfaction and retention.
Utilize data-driven insights to identify trends, customer behavior, and areas for improvement in the customer journey.
Leverage technology and automation to manage thousands of customers at scale in tandem with lifecycle marketing
Owns the responsibility for growing Net Dollar Retention and reducing churn with our SMB accounts
Develop a collaborative, customer-first, and sales centric team culture.
Act as the primary escalation point for the team, orchestrating resources across the company as appropriate to ensure a successful Customer Journey.
Manage competing priorities in an ever-changing environment, displaying expert prioritization.
Define and track CS KPIs and identify improvements through data trend analysis.

What You’ll Need To Thrive:

Experience: At least 8 years of experience in customer success or account management and 3+ years of leadership experience within CS.
Experience: Has experience managing a high volume SMB customer base of approximately $10k-$50k ARR
Collaborative: Ability to work well with all cross department senior leaders.
Proven track record of leading a Customer Success team in a B2B SaaS environment.
Data Driven: Strong understanding of SaaS metrics, including ARR, churn, NPS, NRR, and Expansion numbers. Uses data to drive decisions and insights to inform the business.
Communication: Exceptional communication and relationship-building skills with customers and internal executives.

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.

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