Customer Success Manager

Customer Success Manager

Boulevard is seeking a motivated Customer Success Manager to join our team. We are the first and only client experience platform designed for appointment-based, self-care businesses, empowering them to create magical moments for their clients. Our technology helps businesses not only survive but thrive.

About the Role

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. You will own a book of business end-to-end, proactively managing account health, renewals, and growth opportunities. This role involves cross-functional collaboration to share customer insights and shape strategies that enhance the customer experience and support Boulevard’s long-term growth.

Key Responsibilities

• Own the post-onboarding customer relationship, guiding customers toward sustained value realization and long-term success with the Boulevard platform.
• Drive retention outcomes by proactively monitoring account health and risk signals, and executing contract renewals with data-driven judgment to prevent surprises.
• Ensure customers receive maximum 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.
• Act as a customer advocate by surfacing feedback, trends, and risks internally to inform product improvements and cross-functional action.
• Proactively identify opportunities to increase adoption of Boulevard products and help customers grow and succeed through up-selling and cross-selling.

Requirements

• Experience: 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.
• Technical Aptitude: Ability to quickly learn Boulevard’s platform, communicate effectively with stakeholders of varying technical depth, and deliver thoughtful solutions to customer needs.
• Business Acumen: Strong ownership mindset with the ability to understand customer goals, identify risk, and prioritize work across a diverse, multi-location book of business.
• Emotional Intelligence: Clear, empathetic communicator who can deliver direct messages while maintaining trust and long-term relationships.
• Adaptability: 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.
• Proactiveness: Self-starter who embraces change and challenge in an entrepreneurial, fast-paced environment.
• Growth Mindset: Proactively identify and drive expansion opportunities by leveraging customer context, usage data, and sound judgment.
• Risk Management: Identify early signs of risk or operational challenges and escalate appropriately, activating playbooks and internal partners to mitigate impact and protect retention.

What We Offer

• Compensation: Starting cash compensation of $80,000 + $35,000 On-Target Commission (OTC), dependent on skills, experience, and market demands.
• Benefits:
  • 401(k) match
  • Dental, medical, vision, and life insurance
  • Flexible vacation day policy
  • Fully remote work environment with a monthly work-from-home stipend
  • Family planning resources and specialized support programs
  • Equity opportunities
  • Boulevard Bucks Learning and Development program
• Opportunity to work with wonderful people on challenging projects that will push you to grow.

Boulevard is an Equal Opportunity Employer committed to hiring a diverse workforce and sustaining an inclusive culture.