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.