Customer Success Manager, Mid-Market

Come do the best work of your life at Boulevard.

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 here

• 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 to take early action and prevent surprises. 
• Ensure customers are receiving the most value through structured check-ins, business reviews, and account planning for Mid-Market accounts. 
• Build and maintain strong, trusted relationships with customer stakeholders, delivering a high-caliber experience that supports satisfaction, retention, and long-term partnership. 
• Advocate for customers by surfacing feedback, trends, and risks internally to inform product improvements and cross-functional action.
• Proactively identify opportunities to boost adoption of Boulevard products and help our customers grow and succeed through an up-selling and cross-selling motion 

What you'll need to thrive

• Experience - 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.
• Technical aptitude - Ability to learn Boulevard’s platform quickly, communicate effectively with stakeholders of varying technical depth, and deliver thoughtful solutions to customer needs.
• Business acumen - Strong ownership mindset with the ability to understand customer goals, identify risk, and prioritize work across a diverse, multi-location book of business.
• Effective EQ - Clear, empathetic communicator who can deliver direct messages while maintaining trust and long-term relationships.
• Artful balancing- Comfortable managing competing priorities, evolving processes, and shifting customer needs, with the ability to execute effectively under ambiguity while maintaining high standards for follow-through and execution.
• Get-it-done energy - Self-starter who embraces change and challenge in an entrepreneurial, fast-paced environment.
• Growth mindset – Proactively identify and drive expansion opportunities by leveraging customer context, usage data, and sound judgment to expand value within your book of business.
• Risk identification & escalation - Identify early signs of risk or operational challenges and escalate appropriately, activating playbooks and internal partners to mitigate impact and protect retention.

How we'll take care of you

Your starting cash compensation for this role is $80,000 + $35,000 OTC, depending on your current skills, experience, training, and overall market demands. This salary range is subject to change, and there is always room for growth and advancement.