Boulevard

Director, Customer Success

Boulevard

Remote job description

Boulevard was founded with the fundamental belief that personal care should be convenient for all. Our mission is to maximize the potential for salons and spas, as well as the clients they serve.

Developed in collaboration with industry-leading owners and operators, our scheduling, point of sale, and conversation platform was carefully designed to drive revenue, automate workflows, and convert customers from visitors into valuable, long-term clients. By facilitating a better, personalized experience across every transaction and interaction, Boulevard's technology not only helps salons and spas to survive but thrive. Take a look at how we (and YOU) can make that happen.

Inspire innovation

We are diligent about solving hard problems and are not afraid to challenge conventions or question the status quo. If our ambitions aren't terrifying, we aren't pushing ourselves enough.

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.

The Customer Experience group is responsible for launching, supporting, and strengthening business relationships with Boulevard customers. We are seeking a seasoned leader for our Success function, which manages strategic accounts with the purpose of customer happiness, loyalty, and growth. Reporting to the VP of Customer Experience (CX), this Director will co-design and execute a balanced Success strategy while developing a healthy team and collaborating with leaders throughout Boulevard to shape the future of the business.

What You'll Do Here

  • Lead and grow the team of Customer Success professionals through regular communication, coaching, and development planning
  • Design and implement Success programs to ensure retention and boost continuous revenue growth across all accounts by increasing new and current product attach rate
  • Partner with other Boulevard function leaders to align messaging for customers and to aggregate feedback and insights from customers to refine the experience
  • Influence strategies that improve customer lifetime value realization through higher product adoption, customer satisfaction/NPS scoring, and overall health score monitoring
  • Develop, implement and continuously improve processes that positively influence business metrics for Boulevard and our customers
  • Establish and maintain strong relationships with C-level executives at marquee clients
  • Define and manage all operational metrics for the team from high-level KPIs to individual CSM scorecards that directly contribute to company goals
  • Create variable compensation plan that incentivizes CSMs to cross-sell, upsell, and mitigate churn

What You'll Need To Thrive

  • 3+ years in building and leading customer-facing organizations
  • 8+ years experience in Customer Success/Service/Account Management roles
  • Prior experience at a rapid-growth technology startup
  • Ability to understand Boulevard's technology platform and build meaningful relationships with customers of varying technical savvy
  • Expert level understanding of value drivers in recurring revenue business models
  • Background of post-sale experience, including upsell and renewal responsibilities
  • Superior verbal and written communication skills with an abundance of charisma, humility, and humor
  • Enthusiastic and creative leader with the ability to inspire others
  • Strong empathy for customers AND passion for growth
  • Analytical and process-oriented mindset
  • Personal interest in the beauty, wellness, and self-care industry

Benefits

In addition to the wonderful people, you'll get to work with (meet some of them here!) 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.

  • Take a break whenever you need to with our flexible vacation day policy.
  • Fully remote so you can choose where you want to work.
  • Health is a priority, so we've got you covered with dental, medical, vision, and life insurance.
  • Investing in the future with a 401(k) matching option.
  • Work from home stipend every month.
  • Family planning resources and specialized support programs.
  • Boulevard Bucks Learning & Development program allows employees to explore businesses in the market we serve.
  • Equity: get ahead on the ground floor and grow with Boulevard.

Not convinced?

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.

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.




Summary
Company name: Boulevard
Remote job title: Director, Customer Success

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