Customer Success Manager

Boulevard

22d•Remote

About The Position

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 our Mid-Market customers- a portfolio of sophisticated, multi-location self-care businesses- to ensure they realize meaningful, ongoing value from our 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.

Requirements

3+ years managing a Mid-Market book of business with demonstrated success in retention, renewals, and relationship management.
Ability to learn Boulevard’s platform quickly, communicate effectively with stakeholders of varying technical depth, and deliver thoughtful solutions to customer needs.
Strong ownership mindset with the ability to understand customer goals, identify risk, and prioritize work across a diverse, multi-location book of business.
Clear, empathetic communicator who can deliver direct messages while maintaining trust and long-term relationships.
Comfortable managing competing priorities, evolving processes, and shifting customer needs, with the ability to execute effectively under ambiguity while maintaining high standards for follow-through and execution.
Self-starter who embraces change and challenge in an entrepreneurial, fast-paced environment.
Proactively identify and drive expansion opportunities by leveraging customer context, usage data, and sound judgment to expand value within your book of business.
Identify early signs of risk or operational challenges and escalate appropriately, activating playbooks and internal partners to mitigate impact and protect retention.

Nice To Haves

Prior experience in the salon, spa, or wellness industry is a plus.

Responsibilities

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 to take early action and prevent surprises.
Ensure customers are receiving the most value through structured check-ins, business reviews, and account planning for Mid-Market accounts.
Build and maintain strong, trusted relationships with customer stakeholders, delivering a high-caliber experience that supports satisfaction, retention, and long-term partnership.
Advocate for customers by surfacing feedback, trends, and risks internally to inform product improvements and cross-functional action.
Proactively identify opportunities to boost adoption of Boulevard products and help our customers grow and succeed through an up-selling and cross-selling motion.