Customer Success Manager

Who is Boulevard? Boulevard provides the first and only client experience platform for appointment-based, self-care businesses. We empower our customers to give their clients more of the magical moments that matter most. Before launching in 2016, our founders spent months interviewing salon managers and working behind front desks to understand their pain points so we could design a modern, user-friendly platform that meets the unique needs of their business. Our roots may be in hair salons, but we are built for the broader self-care industry, including many types of salons, spas, medspa, barbershops, and more. Our technology not only helps our customers survive but thrive. Take a look at how we (and YOU) can make that happen . We have an insatiable curiosity and embrace experimentation. We believe that simple solutions require the most sophistication, and we design each and every detail to maximize potential, power, and impact. Do our values match? Read through our story and what we value the most . Our team values and celebrates our diverse backgrounds. Being open about who we are and what we do allows us to do the best work of our lives. We believe in equal opportunity for all, and you should too. Come do the best work of your life at Boulevard. 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. What you’ll do here: 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 What you'll need to thrive: 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 learn Boulevard’s platform quickly, 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. Effective EQ - Clear, empathetic communicator who can deliver direct messages while maintaining trust and long-term relationships. Artful balancing - 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. Get-it-done energy - 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 to expand value within your book of business. Risk identification & escalation - Identify early signs of risk or operational challenges and escalate appropriately, activating playbooks and internal partners to mitigate impact and protect retention. How we'll take care of you: Your starting cash compensation for this role is $80,000 + $35,000 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. In addition to the wonderful people you’ll get to work with and challenging projects that’ll push you - Boulevard is here to make sure you’re always at the top of your game emotionally, mentally, and physically. ✨ We’ve got you covered with a 401(k) match plus dental, medical, vision, and life insurance. 🏝 Take a break whenever you need with our flexible vacation day policy. 🖥 Fully remote so you can choose where you want to work. You’ll receive a work from home stipend every month. 💚 Family planning resources and specialized support programs. 🔮 Equity: get ahead on the ground floor and grow with Boulevard. 💅 Boulevard Bucks Learning and Development program allows employees to explore businesses in the market we serve. 📲 We recommend following our official LinkedIn page to stay up to date on all things Boulevard life! Boulevard Labs, Inc. is an Equal Opportunity Employer committed to hiring a diverse workforce and sustaining an inclusive culture. All employment decisions at Boulevard Labs, Inc. are based on business needs, job requirements, and individual qualifications, without regard to race, color, religion, marital status, age, national origin, ancestry, physical or mental disability, medical condition, pregnancy, gender, sexual orientation, gender identity or expression, veteran status, or any other status protected under federal, state, or local law.