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. 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 i