Customer Success Manager
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Job Description
Customer Success Manager responsible for ensuring value realization for Mid-Market customers at Boulevard. Leading account health and relationship management with sophisticated self-care businesses.
Responsibilities:
- 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.
Requirements:
- 3+ years managing a Mid-Market book of business with demonstrated success in retention, renewals, and relationship management.
- Ability to learn Boulevard’s platform quickly, communicate effectively with stakeholders of varying technical depth, and deliver thoughtful solutions to customer needs.
- Strong ownership mindset with the ability to understand customer goals, identify risk, and prioritize work across a diverse, multi-location book of business.
- Clear, empathetic communicator who can deliver direct messages while maintaining trust and long-term relationships.
- 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.
- Self-starter who embraces change and challenge in an entrepreneurial, fast-paced environment.
- Proactively identify and drive expansion opportunities by leveraging customer context, usage data, and sound judgment to expand value within your book of business.
- Identify early signs of risk or operational challenges and escalate appropriately, activating playbooks and internal partners to mitigate impact and protect retention.
Benefits:
- 401(k) match plus dental, medical, vision, and life insurance.
- Take a break whenever you need with our flexible vacation day policy.
- Fully remote so you can choose where you want to work. You’ll receive a 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.
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