Customer Success Manager, SMB

Boulevard is a client experience platform for appointment-based self-care businesses. The Customer Success Manager will partner with SMB customers to enhance their experience with the platform, focusing on customer retention, engagement, and value realization.

Responsibilities:

• Own customer retention by identifying churn risk and driving strategic intervention plans to protect and grow accounts
• Guide and support customers through proficiency and adoption of each product, ensuring sustained engagement and long-term value realization
• Engage directly with customers through phone calls and live touchpoints to strengthen relationships, drive alignment, and address concerns in real time
• Lead structured “get well” plans for at-risk accounts, partnering cross-functionally (Support, Product, Lifecycle Marketing, etc.) to execute recovery strategies
• Monitor customer health, usage trends, and critical metrics, taking decisive and timely action to mitigate risk and improve outcomes
• Confidently navigate challenging conversations, applying de-escalation strategies to rebuild trust and stabilize customer relationships
• Ensure customers are receiving maximum value from their partnership with Boulevard through consultative conversations and tailored adoption plans
• Advocate for customers by surfacing feedback and trends to inform product and process improvements
• Align customer goals with Boulevard’s solutions, delivering personalized recommendations that drive measurable success
• Identify opportunities to expand accounts through thoughtful upsell and cross-sell motions tied to customer outcomes
• Partner closely with cross-functional teams to ensure seamless handoffs and a cohesive, high-quality customer experience
• Maintain accurate records and leverage internal tools to inform strategy, track risk, and drive accountability

Requirements:

• 3+ years of managing a high volume of accounts with a track record of success
• Prior industry experience is a plus
• You'll learn Boulevard's technology platform
• Communicate with contacts of varying technical savvy
• Offer creative solutions for customer needs
• Acting like an owner and understanding what it takes to run a small business
• Team player with a multi-faceted communication style and sophisticated interpersonal skills
• Deliver direct messages with empathy and an eye on the long-term relationship
• Proven ability to multi-task and manage multiple projects at a time while paying strict attention to detail
• Providing exceptional customer service
• Self-starters who embrace change and challenge in an entrepreneurial, fast-paced environment
• Proactively identify and drive growth opportunities by leveraging experience, intuition, and data analysis
• Initiating escalation protocols and activating playbooks at the first sign of potential risk or operational challenges
• Comfortable analyzing customer metrics and providing data-driven recommendations