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Salary: USD 92,000 - 115,000 / annual
Boulevard is a client experience platform for appointment-based self-care businesses (salons, spas, medspa, barbershops, and similar). Founded in 2016, the company was built by founders who spent time working in salons to deeply understand customer pain points.
As a Customer Success Manager, you will own a portfolio of Mid-Market customers—sophisticated, multi-location self-care businesses—and manage their relationship with Boulevard end-to-end. You will be responsible for ensuring customers realize meaningful, ongoing value from the platform and driving long-term growth.
Key responsibilities:
- Own the post-onboarding customer relationship, guiding customers toward sustained value realization and long-term success
- Proactively monitor account health and risk signals; execute 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 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
You will work cross-functionally across the Customer Experience team, sharing customer insights and helping shape strategies that strengthen the customer experience and support Boulevard's long-term growth.
REQUIREMENTS:
- 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 emotional intelligence; clear, empathetic communicator who can deliver direct messages while preserving trust and long-term relationships
- Comfortable managing competing priorities and evolving processes; able to execute 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; able to activate 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
