Customer Success Manager

About Boulevard

Boulevard is a client experience platform built specifically for appointment-based self-care businesses. It helps salons, spas, medspas, barbershops, and similar businesses create better client experiences and run more effectively.

Founded in 2016, the company was shaped by extensive research with salon managers and front-desk staff to better understand the day-to-day challenges of the industry. Its product is designed to support a wider self-care ecosystem, not just salons, and aims to help customers grow, improve operations, and deliver memorable client moments.

The company values curiosity, experimentation, thoughtful product design, and an inclusive workplace where people from different backgrounds can do their best work.

Role Overview

As a Customer Success Manager on the Customer Experience team, you will manage relationships with mid-market customers across multi-location self-care businesses. Your focus will be on helping customers get long-term value from the platform while supporting retention, renewals, and account growth.

You will own a portfolio of accounts from post-onboarding onward, monitor account health, coordinate with internal teams, and use customer insights to improve both the client experience and broader business outcomes.

What You’ll Be Responsible For

• Taking charge of the customer relationship after onboarding and helping clients achieve lasting value from the platform.
• Protecting retention by tracking account health, spotting warning signs early, and leading renewals with a data-informed approach.
• Running regular check-ins, business reviews, and account planning sessions to help mid-market customers get the most from the product.
• Developing trusted relationships with customer stakeholders and creating a consistently high-quality experience that supports satisfaction and loyalty.
• Sharing customer feedback, trends, and risks with internal teams so they can influence product improvements and cross-functional action.
• Identifying opportunities to increase product adoption and drive account expansion through upsell and cross-sell efforts.

What You’ll Need

• At least 3 years of experience managing a mid-market book of business, with a track record of renewals, retention, and relationship management. Experience in salon, spa, or wellness businesses is a plus.
• Comfort learning new software quickly and explaining solutions clearly to stakeholders with different levels of technical knowledge.
• Strong business judgment and ownership, including the ability to understand customer goals, assess risk, and prioritize across a complex portfolio.
• Excellent emotional intelligence and communication skills, with the ability to be direct while still maintaining trust.
• Ability to handle shifting priorities, changing processes, and ambiguity while still delivering consistent follow-through.
• Self-driven, adaptable, and effective in a fast-moving, entrepreneurial environment.
• Growth-oriented mindset with the ability to spot expansion opportunities using customer context and product usage data.
• Skill in identifying risk early and escalating issues appropriately so internal teams can step in and reduce retention impact.

Compensation and Benefits

The starting cash compensation for this position is $80,000 plus $35,000 OTC, depending on skills, experience, training, and market conditions. The range may change over time, and there is potential for growth and advancement.

• 401(k) match, plus medical, dental, vision, and life insurance.
• Flexible vacation policy.
• Fully remote work with a monthly work-from-home stipend.
• Family planning resources and specialized support programs.
• Equity opportunity.
• Boulevard Bucks learning and development program, including the chance to explore businesses in the company’s market.

Equal Opportunity Statement

Boulevard Labs, Inc. is an equal opportunity employer. Hiring decisions are made based on business needs, job requirements, and individual qualifications, without discrimination based on race, color, religion, marital status, age, national origin, ancestry, disability, medical condition, pregnancy, gender, sexual orientation, gender identity or expression, veteran status, or any other legally protected status.