Customer Success Manager - Boulevard

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.

Our roots may be in hair salons, but we are built for the broader self-care industry, including many types of salons, spas, medspas, barbershops, and more. Our technology not only helps our customers survive but thrive.

The Role

The Customer Experience team is responsible for launching, supporting, and strengthening long-term relationships with Boulevard customers. As a Customer Success Manager, you will partner closely with our Mid-Market customers—a portfolio of sophisticated, multi-location self-care businesses—to ensure they realize meaningful, ongoing value from our platform.

In this role, you will own a book of business end-to-end, proactively managing account health, renewals, and growth opportunities. You’ll work cross-functionally, share customer insights, and help shape strategies that strengthen the customer experience and support Boulevard’s long-term growth.

What You’ll Do

• 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.

What You'll Need to Thrive

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