[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.
• 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.

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.
• 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.

Requirements

• Your starting cash compensation for this role is $92,000 + $23,000 OTC, depending on your current skills, experience, training, and overall market demands. This salary range is subject to change, and there is always room for growth and advancement.

Benefits

• Competitive base pay and performance bonus eligibility because you deserve to be rewarded for your impact.
• Equity participation for all full-time employees because we believe the people helping build Boulevard should share in our long-term success.
• Comprehensive medical coverage with up to 100% employee premium coverage and 75% dependent coverage to help take care of you and your loved ones.
• An annual $1,200 HSA employer contribution for eligible plans to help support healthcare costs and future planning.
• 100% covered dental, vision, life, and disability insurance, ensuring you stay healthy, protected, and ready for whatever life brings.
• 12 weeks of fully paid U.S. parental leave supporting all new parents equally as they take the time to bond, adjust, and be present when welcoming a new family member.
• Flexible paid time off, plus 10 U.S. company holidays, where you are encouraged to rest, recharge, and take the time you need, guilt-free.
• Fully remote with support, including a $200 home office setup allowance and a $50 monthly WFH reimbursement so your workspace is set up for success.
• $200 quarterly Boulevard Bucks to prioritize your well-being and stay connected to the industry we serve.
• And other perks like One Medical membership and Employee Assistant Program.