Customer Success Manager

Boulevard

2d•Remote

About The Position

Boulevard is hiring a Mid-Market Customer Success Manager to manage a portfolio of sophisticated, multi-location businesses in the self-care industry, including salons, spas, and medspas. The role owns customer relationships after onboarding and focuses on helping customers achieve lasting value from Boulevard. Retention is the top priority, with responsibility for renewals, account health, risk management, and expansion opportunities. The Customer Success Manager partners closely with Onboarding, Sales, Support, and Product, and works remotely. The role also supports newer CSMs with complex account situations and escalations. Boulevard describes itself as a client experience platform for appointment-based, self-care businesses and emphasizes experimentation, simplicity, inclusion, and customer impact.

Requirements

At least 3 years of experience managing a Mid-Market book of business, with proven success in retention, renewals, and relationship management.
Proven ability to independently manage complex, multi-location accounts with minimal oversight.
Strong business acumen, including the ability to understand customer goals, identify risk early, and determine when to escalate or involve internal partners.
Clear, empathetic communication skills, including the ability to deliver direct messages while preserving trust and explain technical solutions to different audiences.
Ability to manage competing priorities and evolving processes with strong follow-through.
Growth mindset and ability to use customer context and usage data to make data-driven recommendations and identify expansion opportunities.
Some experience mentoring or supporting newer Customer Success Managers, or clear interest in developing in that area.
A bachelor's degree is preferred; equivalent professional experience may substitute for a degree.

Nice To Haves

Experience in the salon, spa, or wellness industry.

Responsibilities

Own customer relationships after onboarding and guide customers toward lasting value and long-term success with Boulevard.
Monitor account health and risk signals, own retention, and lead contract renewals using data-driven judgment.
Conduct structured check-ins, business reviews, and account planning for a Mid-Market book of business.
Build and maintain trusted relationships with stakeholders across customer accounts.
Share customer feedback, trends, and risks with Product and cross-functional teams.
Identify opportunities to increase product adoption and drive upsell and cross-sell within the assigned book of business.
Support newer Customer Success Managers with complex account situations and escalations.

Benefits

Competitive base pay and eligibility for a performance bonus.
Equity participation for all full-time employees.
Comprehensive medical coverage, with up to 100% employee premium coverage and 75% dependent coverage.
Annual $1,200 employer HSA contribution for eligible plans.
Dental, vision, life, and disability insurance with 100% coverage.
12 weeks of fully paid U.S. parental leave for all new parents.
Flexible paid time off and 10 U.S. company holidays.
Remote-work support, including a $200 home office setup allowance and a $50 monthly work-from-home reimbursement.
$200 quarterly Boulevard Bucks for well-being and connection to the industry.
One Medical membership and Employee Assistance Program.