Customer Success Manager, SMB

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 . 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 . 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. The Customer Experience group is responsible for launching, supporting, and strengthening business relationships with Boulevard customers. As a Success Manager, you will partner closely with our Small and Midsize Business (SMB) segment of customers, a portfolio of emerging and successful self-care businesses to ensure they are realizing the incredible value of our platform. You will actively manage the retention and expansion of customers in this segment, share insights, and develop strategies to shape the future of our overall customer experience and play a vital role in Boulevard’s long-term growth and success. What you’ll do here: Own customer retention by identifying churn risk and driving strategic intervention plans to protect and grow accounts Guide and support customers through proficiency and adoption of each product, ensuring sustained engagement and long-term value realization Engage directly with customers through phone calls and live touchpoints to strengthen relationships, drive alignment, and address concerns in real time Lead structured “get well” plans for at-risk accounts, partnering cross-functionally (Support, Product, Lifecycle Marketing, etc.) to execute recovery strategies Monitor customer health, usage trends, and critical metrics, taking decisive and timely action to mitigate risk and improve outcomes Confidently navigate challenging conversations, applying de-escalation strategies to rebuild trust and stabilize customer relationships Ensure customers are receiving maximum value from their partnership with Boulevard through consultative conversations and tailored adoption plans Advocate for customers by surfacing feedback and trends to inform product and process improvements Align customer goals with Boulevard’s solutions, delivering personalized recommendations that drive measurable success Identify opportunities to expand accounts through thoughtful upsell and cross-sell motions tied to customer outcomes Partner closely with cross-functional teams to ensure seamless handoffs and a cohesive, high-quality customer experience Maintain accurate records and leverage internal tools to inform strategy, track risk, and drive accountability What you'll need to thrive: Experience - 3+ years of managing a high volume of accounts with a track record of success. Prior industry experience is a plus. Technical aptitude - You’ll learn Boulevard's technology platform, communicate with contacts of varying technical savvy, and offer creative solutions for customer needs. Business Acumen - Acting like an owner and understanding what it takes to run a small business is critical to support and advise our customers. Effective EQ - Team player with a ... (truncated, view full listing at source)