Customer Success Manager

Come do the best work of your life at Boulevard.

As a Mid-Market Customer Success Manager, you'll own a book of sophisticated, multi-location self-care businesses from start to finish. Retention is your top priority, and you'll drive renewals and expansion with sound judgment on account health, risk, and escalation. You'll help the salons, spas, and medspas we serve get lasting value from Boulevard, and you'll do it for an industry we cherish.

You'll partner closely with Onboarding, Sales, Support, and Product, and you'll work remotely. We're large enough to transform the industry and small enough that you'll see the impact of your work every day.

What you'll do:

• Own the customer relationship after onboarding, guiding customers toward lasting value and long-term success with Boulevard.
• Own retention by watching account health and risk signals and leading contract renewals with data-driven judgment.
• Run structured check-ins, business reviews, and account planning for your Mid-Market book of business.
• Build and maintain trusted relationships with stakeholders across each account.
• Advocate for customers by sharing feedback, trends, and risks with our product and cross-functional teams.
• Spot opportunities to boost product adoption and drive upsell and cross-sell within your book.
• Be a go-to resource for newer CSMs on complex account situations and escalations.

What you'll need to thrive:

• 3+ years managing a Mid-Market book of business, with proven success in retention, renewals, and relationship management.
• A track record of independently managing complex, multi-location accounts with minimal oversight.
• Strong business acumen: you understand customer goals, spot risk early, and know when to escalate and bring in internal partners.
• Effective EQ: you're a clear, empathetic communicator who can deliver direct messages while preserving trust, and explain technical solutions to any audience.
• Comfort with competing priorities and evolving processes, with a high bar for follow-through.
• A growth mindset: you use customer context and usage data to make clear, data-driven recommendations and spot expansion opportunities.
• Some experience mentoring or supporting newer CSMs, or a clear interest in growing into that role.
• A plus: experience in the salon, spa, or wellness industry.
• A bachelor's degree is preferred. Equivalent professional experience will be considered in place of a degree.

How we will take care of you:

At Boulevard, we work hard to structure compensation in a way that balances internal equity with local market competitiveness, and we’re happy to share a good-faith estimate of the base salary range for this role. For U.S. based candidates, the anticipated base salary range is $92,000 per year. In addition to this base compensation, this role is eligible to participate in a variable compensation program, with a target of 23,000 OTC. Final compensation will vary based on a variety of factors which include but are not limited to applicable experience, location, and final leveling.