Onboarding 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. # **ABOUT THE ROLE** The Customer Experience team is responsible for launching, supporting, and strengthening relationships with Boulevard's customers. As the Onboarding Manager for our Small/Medium Business segment, you will lead a team of 8–12 Onboarding Specialists (OSs) responsible for driving fast, consistent, and high-quality activations across our highest-volume customer segment. This role is ideal for a leader who thrives on operational rigor, forecasting discipline, and coaching a team to hit velocity targets at scale. SMB success is defined by speed, standardization, and repeatability — helping customers reach value quickly through a consistent, well-executed process. You'll be accountable for outcomes, not activity: activation velocity, forecast accuracy, and team execution quality. Above all, you'll ensure every customer is positioned to achieve long-term success by balancing implementation speed with solution quality, customer readiness, and adoption. # **WHAT YOU'LL DO** ***Team Leadership & Development*** - Manage and develop a team of 8–12 OSs through structured 1:1s, Gong-based coaching, and performance reviews. - Drive a culture of ownership and accountability — coaching specialists to lead customer timelines firmly rather than passively tracking status. - Run structured weekly portfolio reviews covering On Track, At Risk, On Hold/Delayed, Forecasted Out, and Aging accounts, with a defined recovery plan and owner for every at-risk account. - Own new hire ramp quality, volume, and velocity, including acting as a buddy/shadow resource for new specialists' early customer assignments. - Develop future leaders through mentoring, stretch assignments, succession planning, and career development conversations. ***Execution & Portfolio Management*** - Own team activation velocity against benchmark targets. - Track and enforce efficiency standards across the funnel to eliminate backlog drag. - Maintain forecast accuracy and hold specialists accountable for defensible, evidence-based commits. - Analyze operational trends to identify root causes impacting activation velocity, forecast accuracy, cancellations, customer delays, and portfolio health. - Ensure customers consistently complete implementation milestones and activation readiness standards. ***Customer Risk Leadership*** - Own customer risk identification, mitigation strategies, and executive escalations to maximize activation success. ***Operational Excellence & Continuous Improvement*** - Identify systemic bottlenecks across onboarding and recommend scalable process improvements. - Use portfolio trends and operational data to influence tooling, playbooks, customer journey improvements, and cross-functional initiatives. - Partner with Operations to improve reporting, automation, and onboarding efficiency. ***Coaching & Quality*** - Score and review Gong calls per the coaching cadence. - Deliver documented coaching tied to specific behaviors: driving vs. tracking, handling pushback, timeline control, and escalation discipline. - Run team meetings that are portfolio-focused and action-oriented — activation pacing, risk cohort review, backlog recovery, and skill development. ***Cross-Functional Business Partnership*** - Partner with Sales and Customer Success to ensure clean pre-sale to post-sale handoffs for the SMB segment. - Serve as the voice of the SMB customer across Product and Engineering, surfacing friction points from high-volume onboarding patterns. - Partner with Revenue Operations and Finance on capacity planning, reporting integrity, and operational efficiency. - Identify and champion automation, tooling, and process efficiencies that increase throughput without sacrificing quality. - Maintain data hygiene standards across project management and implementation platforms. # **WHAT YOU'LL BRING** - 3+ years in SaaS onboarding, implementation, or customer success, with at least 1–2 years leading a team. - Demonstrated ability to manage a high-volume portfolio with velocity and forecasting discipline. - Strong coaching skills — able to translate call reviews and metrics into specific, actionable behavior change. - Comfort operating in a fast-paced, metrics-driven environment where speed and consistency matter. - Experience with data hygiene and reporting integrity in CRM tools (Salesforce or similar). - Experience with project management or implementation platforms. - Ability to hold a team accountable to standards while maintaining a supportive, development-oriented culture. - Strong written and verbal communication skills for both customer-facing escalations and internal reporting. # **BONUS POINTS FOR** - Experience managing high-volume onboarding motions. - Experience with Gong or similar conversation intelligence tools for coaching at scale. - Experience within wellness, healthcare, med spa, salon, or service-based industries. - Familiarity with GuideCX or related SaaS operational platforms. - Six Sigma, PMP, or other process-improvement credentials. # **SUCCESS IN THIS ROLE** ***In Your First 30 Days*** - Gain a deep understanding of Boulevard's SMB onboarding methodology, tools, and team structure. - Complete 1:1s with all direct reports and begin baseline Gong call reviews. - Build cross-functional relationships across Sales, Support, Product, and Customer Success. ***By 90 Days*** - Independently run the weekly portfolio governance cadence with clear ownership on all at-risk/aging accounts. - Demonstrate improving forecast accuracy and activation pacing against targets. - Establish a consistent coaching rhythm and begin closing identified skill gaps. ***By 6 Months and Beyond*** - Consistently hit or exceed activation velocity, forecast accuracy, and CSAT benchmarks. - Reduce aging backlog and eliminate systemic bottlenecks within your portfolio. - Be recognized as a driver of team performance improvement and a trusted escalation point for the SMB segment. # **KEY PERFORMANCE METRICS** - Activation velocity - Forecast accuracy - CSAT - Cancellation rate - Portfolio health - Customer readiness / milestone completion - Time to Value - Time to First Appointment / Working Session - Ramp time for new hires - Coaching effectiveness - Risk recovery rate - Team engagement # **KEY ATTRIBUTES FOR SUCCESS** - Execution-oriented with strong operational discipline - Comfortable holding a team accountable to firm standards and timelines - Data-driven — treats forecasting and portfolio health as core to the job, not overhead - Strong coach who ties feedback to specific, observable behaviors - Thrives on speed, consistency, and process adherence at scale - Proactive communicator who escalates early rather than waiting for problems to surface In addition to the wonderful people you’ll get to work with and challenging projects that’ll push you - Boulevard is here to make sure you’re always at the top of your game emotionally, mentally, and physically. - ✨ We’ve got you covered with a 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. 📲 We recommend following [our official LinkedIn page](https://www.linkedin.com/company/boulevard/) to stay up to date on all things Boulevard life! *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.*