[Remote] Customer Success Manager

Note: The job is a remote job and is open to candidates in USA. Boulevard is a company that provides a client experience platform for appointment-based self-care businesses. As a Customer Success Manager, you will manage relationships with Mid-Market customers, ensuring they derive ongoing value from Boulevard's platform through proactive account management and strategic insights.ResponsibilitiesOwn the post-onboarding customer relationship, guiding customers toward sustained value realization and long-term success with the Boulevard platformOwn retention outcomes by proactively monitoring account health and risk signals and executing contract renewals with data-driven judgment to take early action and prevent surprisesEnsure customers are receiving the most value through structured check-ins, business reviews, and account planning for Mid-Market accountsBuild and maintain strong, trusted relationships with customer stakeholders, delivering a high-caliber experience that supports satisfaction, retention, and long-term partnershipAdvocate for customers by surfacing feedback, trends, and risks internally to inform product improvements and cross-functional actionProactively identify opportunities to boost adoption of Boulevard products and help our customers grow and succeed through an up-selling and cross-selling motionSkills3+ years managing a Mid-Market book of business with demonstrated success in retention, renewals, and relationship managementPrior experience in the salon, spa, or wellness industry is a plusAbility to learn Boulevard's platform quicklyCommunicate effectively with stakeholders of varying technical depthDeliver thoughtful solutions to customer needsStrong ownership mindset with the ability to understand customer goalsIdentify risk and prioritize work across a diverse, multi-location book of businessClear, empathetic communicator who can deliver direct messages while maintaining trust and long-term relationshipsComfortable managing competing priorities, evolving processes, and shifting customer needsAbility to execute effectively under ambiguity while maintaining high standards for follow-through and executionSelf-starter who embraces change and challenge in an entrepreneurial, fast-paced environmentProactively identify and drive expansion opportunities by leveraging customer context, usage data, and sound judgmentIdentify early signs of risk or operational challenges and escalate appropriatelyBenefits401(k) match plus dental, medical, vision, and life insurance.Flexible vacation day policy.Fully remote so you can choose where you want to work.Work from home stipend every month.Family planning resources and specialized support programs.Equity: get ahead on the ground floor and grow with Boulevard.Boulevard Bucks Learning and Development program allows employees to explore businesses in the market we serve.Company OverviewBoulevard provides beauty and wellness businesses with tools for booking, payments, marketing, and client relationship management. It was founded in 2016, and is headquartered in Los Angeles, California, USA, with a workforce of 201-500 employees. Its website is https://joinblvd.com.