[Hiring] Customer Success Manager @Boulevard

Role Description

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.

• 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.

Qualifications

• 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.
• 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.

Benefits

• Your starting cash compensation for this role is $80,000 + $35,000 OTC, depending on your current skills, experience, training, and overall market demands.
• 401(k) match plus dental, medical, vision, and life insurance.
• Flexible vacation day policy.
• Fully remote work with a monthly work from home stipend.
• Family planning resources and specialized support programs.
• Equity opportunities to grow with Boulevard.
• Boulevard Bucks Learning and Development program allows employees to explore businesses in the market we serve.