Customer Success Manager

Boulevard provides the first and only client experience platform for appointment-based, self-care businesses. They empower customers to deliver more meaningful moments for their clients.

The Customer Experience team is responsible for launching, supporting, and strengthening long-term relationships with Boulevard customers. As a Customer Success Manager, you will partner closely with Mid-Market customers—sophisticated, multi-location self-care businesses—to ensure they realize meaningful, ongoing value from the Boulevard platform.

In this role, you will own a book of business end-to-end, proactively managing account health, renewals, and growth opportunities. You’ll work cross-functionally, share customer insights, and help shape strategies that strengthen the customer experience and support Boulevard’s long-term growth.

What you’ll do here:

• Own the post-onboarding customer relationship, guiding customers toward sustained value realization and long-term success with the Boulevard platform
• Own retention outcomes by proactively monitoring account health and risk signals and executing contract renewals with data-driven judgment
• Run structured check-ins, business reviews, and account planning for a Mid-Market book of business
• Build and maintain trusted relationships with customer stakeholders across each account
• Advocate for customers by surfacing feedback, trends, and risks internally to inform product and cross-functional action
• Identify opportunities to boost product adoption and drive upsell/cross-sell within your book
• Serve as a go-to resource for newer CSMs on complex account situations and escalations

What you’ll need to thrive:

• 3+ years managing a Mid-Market book of business, with demonstrated success in retention, renewals, and relationship management; prior experience in the salon, spa, or wellness industry is a plus
• Track record of independently managing complex, multi-location accounts with minimal oversight, and translating technical solutions for stakeholders of varying technical depth
• Strong business acumen—able to understand customer goals, identify risk early, and prioritize across a diverse, multi-location book of business
• Effective EQ—a clear, empathetic communicator who can deliver direct messages while preserving trust and long-term relationships
• Comfortable managing competing priorities and evolving processes, executing under ambiguity while holding a high bar for follow-through
• Growth mindset—proactively identifies and drives expansion opportunities using customer context, usage data, and sound judgment
• Skilled at risk identification and escalation, activating playbooks and internal partners to protect retention
• Comfortable analyzing customer metrics and translating insights into clear, data-driven recommendations
• Some experience mentoring or informally supporting newer CSMs, or clear interest in growing into that role on the team