Customer Success Manager

Job description

#### **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. Before launching in 2016, our founders spent months interviewing salon managers and working behind front desks to understand their pain points so we could design a modern, user-friendly platform that meets the unique needs of their business. Our roots may be in hair salons, but we are built for the broader self-care industry, including many types of salons, spas, medspa, barbershops, and more. Our technology not only helps our customers survive but thrive. Take a look at [how we (and YOU) can make that happen](https://www.joinblvd.com/). We have an insatiable curiosity and embrace experimentation. We believe that simple solutions require the most sophistication, and we design each and every detail to maximize potential, power, and impact. Do our values match? Read through [our story and what we value the most](https://www.joinblvd.com/about). Our team values and celebrates our diverse backgrounds. Being open about who we are and what we do allows us to do the best work of our lives. We believe in equal opportunity for all, and you should too. **Come do the best work of your life at Boulevard.** As a Mid-Market Customer Success Manager, you'll own a book of sophisticated, multi-location self-care businesses from start to finish. Retention is your top priority, and you'll drive renewals and expansion with sound judgment on account health, risk, and escalation. You'll help the salons, spas, and medspas we serve get lasting value from Boulevard, and you'll do it for an industry we cherish. You'll partner closely with Onboarding, Sales, Support, and Product, and you'll work remotely. We're large enough to transform the industry and small enough that you'll see the impact of your work every day. **What you'll do:** - Own the customer relationship after onboarding, guiding customers toward lasting value and long-term success with Boulevard. - Own retention by watching account health and risk signals and leading 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 stakeholders across each account. - Advocate for customers by sharing feedback, trends, and risks with our product and cross-functional teams. - Spot opportunities to boost product adoption and drive upsell and cross-sell within your book. - Be 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 proven success in retention, renewals, and relationship management. - A track record of independently managing complex, multi-location accounts with minimal oversight. - Strong business acumen: you understand customer goals, spot risk early, and know when to escalate and bring in internal partners. - Effective EQ: you're a clear, empathetic communicator who can deliver direct messages while preserving trust, and explain technical solutions to any audience. - Comfort with competing priorities and evolving processes, with a high bar for follow-through. - A growth mindset: you use customer context and usage data to make clear, data-driven recommendations and spot expansion opportunities. - Some experience mentoring or supporting newer CSMs, or a clear interest in growing into that role. - A plus: experience in the salon, spa, or wellness industry. - A bachelor's degree is preferred. Equivalent professional experience will be considered in place of a degree. **How we will take care of you:** At Boulevard, we work hard to structure compensation in a way that balances internal equity with local market competitiveness, and we’re happy to share a good-faith estimate of the base salary range for this role. For U.S. based candidates, the anticipated base salary range is $92,000 per year. In addition to this base compensation, this role is eligible to participate in a variable compensation program, with a target of 23,000 OTC. Final compensation will vary based on a variety of factors which include but are not limited to applicable experience, location, and final leveling. #### How we take care of our team Our business is deeply immersed in an industry that’s centered around helping people feel their best, so we know that taking care of yourself isn’t selfish; it’s essential. That’s why our culture pairs high standards with genuine care. We don't glorify burnout or wear ‘always on’ as a badge of honor. Instead, we’ve created benefits designed to support you inside and outside of work, so you can bring your best self to both. Here’s how we support you: - Competitive base pay and performance bonus eligibility because you deserve to be rewarded for your impact. - Equity participation for all full-time employees because we believe the people helping build Boulevard should share in our long-term success. - Comprehensive medical coverage with up to 100% employee premium coverage and 75% dependent coverage to help take care of you and your loved ones. - An annual $1,200 HSA employer contribution for eligible plans to help support healthcare costs and future planning. - 100% covered dental, vision, life, and disability insurance, ensuring you stay healthy, protected, and ready for whatever life brings. - 12 weeks of fully paid U.S. parental leave supporting all new parents equally as they take the time to bond, adjust, and be present when welcoming a new family member. - Flexible paid time off, plus 10 U.S. company holidays, where you are encouraged to rest, recharge, and take the time you need, guilt-free. - Fully remote with support, including a $200 home office setup allowance and a $50 monthly WFH reimbursement so your workspace is set up for success. - $200 quarterly Boulevard Bucks to prioritize your well-being and stay connected to the industry we serve. - And other perks like One Medical membership and Employee Assistant Program. To learn how Boulevard collects, uses, and protects personal information related to candidates and employees, please review our [Boulevard Employee & Personnel Privacy Notice](https://www.joinblvd.com/legal/boulevard-employee-and-personnel-privacy-notice). *Boulevard Labs, Inc. is an Equal Opportunity Employer committed to hiring a diverse workforce and sustaining an inclusive culture. All employment decisions at Boulevard Labs, Inc. are based on business needs, job requirements, and individual qualifications, without regard to race, color, religion, marital status, age, national origin, ancestry, physical or mental disability, medical condition, pregnancy, gender, sexual orientation, gender identity or expression, veteran status, or any other status protected under federal, state, or local law.*