Customer Success Manager, Mid-Market

Boulevard is a client experience platform designed for appointment-based self-care businesses. The Customer Success Manager will manage relationships with Mid-Market customers, ensuring they derive ongoing value from the platform while driving retention and growth opportunities.

Responsibilities:

• 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

Requirements:

• 3+ years managing a Mid-Market book of business with demonstrated success in retention, renewals, and relationship management
• 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
• Prior experience in the salon, spa, or wellness industry is a plus