Customer Success Manager

Boulevard provides a client experience platform for appointment-based self-care businesses. The Customer Success Manager will manage a portfolio of Mid-Market customers, driving platform value realization, retention, renewals, account health, and growth while sharing customer insights and supporting cross-functional strategies.

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
• 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

Requirements:

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