Manager of Onboarding, Boulevard
$77.3-110.4k
+ Equity
Business management platform for self-care businesses
Be an early applicant
Business management platform for self-care businesses
201-500 employees
Be an early applicant
$77.3-110.4k
+ Equity
201-500 employees
Company mission
To empower everyone to look and feel their best – one client, professional, appointment, and business at a time.
Role
Who you are
- Strategic Communication: Anticipate questions and craft responses that align short-term customer needs with long-term business goals
- Constructive Conflict Resolution: Facilitate healthy discussions, mediate conflicts, and guide team members to view challenges as opportunities for growth
- High-Level Problem Solving: Analyze complex situations, manage high-stakes accounts, and identify root causes to address systemic issues
- Customer and Business Alignment: Align onboarding strategies with broader business objectives, ensuring customer satisfaction translates to retention and loyalty
- Fostering Autonomy and Growth: Encourage independent problem-solving and coach team members toward professional growth and confidence
- Experience: 3–5+ years in customer success, onboarding, or operations, with at least 2 years in a leadership role. Bonus points for experience with SaaS platforms or in the beauty and wellness industry
- Technical Aptitude: Deep knowledge of Boulevard’s platform (nice to have), Excel (required) and Salesforce (strongly preferred), with the ability to learn new platforms quickly, troubleshoot and provide guidance for complex customer needs
- Leadership Skills: Proven ability to inspire, develop, and lead high-performing teams while holding them accountable to performance standards
- Organizational Skills: Exceptional ability to manage competing priorities and deadlines in a fast-paced environment
- High EQ: Navigate complex interpersonal interactions with emotional intelligence and a calm, solutions-oriented mindset
What the job involves
- The Customer Experience group is responsible for launching, supporting, and strengthening business relationships with Boulevard customers.
- As an Onboarding Manager, you will lead a team of approx. 8-10 Onboarding Specialists (OSs) and Migration Specialists (MSs) (IC:manager ratio may vary according to business need), providing coaching, strategic guidance, and hands-on support to deliver an exceptional onboarding experience.
- This role requires strong leadership skills, strategic communication, and the ability to balance immediate customer needs with long-term business objectives
- Team Leadership & Development
- Manage and develop a team of 8–10 OSs and MSs through regular 1:1s, performance reviews, and actionable feedback
- Foster a culture of growth and autonomy, encouraging team members to take initiative, experiment, and pursue innovative solutions
- Provide coaching and support for team members handling customer accounts, including thought partnership for complex use cases
- Lead with empathy and firmness to address performance issues constructively, ensuring accountability and continuous improvement
- Model our team values of agility, resilience, customer experience obsession and collaboration
- Operational Support
- Own team metrics, ensuring KPIs are met while identifying areas for improvement to drive onboarding efficiency and effectiveness
- Serve as the first point of escalation for customer issues, de-escalating situations and developing strategic solutions for complex problems
- Partner with team members to brainstorm and execute creative approaches to unique customer use cases and configurations
- Oversee team workload and prioritize projects to meet deadlines and deliver exceptional customer experiences
- Strategic Alignment & Collaboration
- Align onboarding strategies with Boulevard’s business goals to ensure customer loyalty and retention
- Collaborate with Sales, Product, Engineering, Finance, and other Customer Experience teams to identify and implement process improvements
- Partner with the Migration Specialist team to refine and streamline data migration processes, ensuring scalability and efficiency
- Advocate for customers and team members, serving as a bridge between internal stakeholders and customer-facing teams
- Process Improvement & Strategic Input
- Identify gaps and inefficiencies in onboarding processes, developing initiatives to enhance customer satisfaction and team productivity
- Lead the development and updating of onboarding resources (e.g., guides, Confluence pages, one-sheets)
- Provide leadership with insights and recommendations for scaling the onboarding team, including headcount needs and KPIs
Our take
Boulevard is a business management platform developed to help streamline the operations of appointment-based businesses, particularly spas and hairdressers. Boulevard addresses the challenges of spas and hairdressers by designing software that makes it easier to automate workflows, scheduling, and pricing, helping drive customers through their doors.
The global spa and salon market is expected to reach a market size in excess of $215 billion by 2026. Traditionally, appointment-based businesses are heavily reliant on paperwork and receptionists, but Boulevard is looking to modernise the industry by helping drive efficiencies, profit, and better customer experience.
Boulevard is one in a sea of companies offering software to digitizing appointment-based businesses. However, the substantial funding it has raised across multiple rounds demonstrates that it has maintained traction in the market as it grows, with investment cited to go towards hiring talent and building more tools to reach a wider set of users. To bolster its offering in a competitive marketplace, Boulevard launched Boulevard Capital in 2024, a growth funding platform for businesses that use its booking software.
Steph
Company Specialist at Welcome to the Jungle
Insights
Few candidates hear
back within 2 weeks
57% female employees
0% employee growth in 12 months
Company
Funding (last 2 of 3 rounds)
Aug 2022
$70m
SERIES C
Nov 2020
$27m
SERIES B
Total funding: $108m
Company benefits
- Premier Health Benefits - 100% coverage plan options from Blue Shield of CA, Beam, and VSP
- Flexible Vacation & PTO
- Quarterly Bonus - Get rewarded when we reach our revenue targets
- 401k Match
- Boulevard Bucks - Get $200 to experience a Boulevard partner or self-care provider every quarter
- $250 upon signing and $75 monthly for your home workspace
- Fully Remote
Company values
- Fashion the future: We are creators obsessed with designing solutions that are as elegant as they are powerful. We dream big and anticipate tomorrow’s needs today
- Win with service: We treat our customers with the same enthusiasm, attention, and incredible service that they give to their clients. We lead with kindness and empathy, and we forge meaningful relationships that go beyond technology
- Thrive together: We are committed to the success of those around us – our colleagues, our customers, and the entire self-care community. We treasure learning, humility, and inclusion, and we thrive on working with those who make us better
- Share the passion: We not only build world-class technology that self-care professionals deserve — we share their love for helping people look and feel their best
Company HQ
Central LA, Los Angeles, CA
Articles
Leadership
Matt Danna
(CEO)Started their career with 6 years in Product at DeviantArt, before working at Fullscreen as VP of Product. After brief Product Consultancy roles, they co-founded Boulevard as CEO in February 2016.
Sean Stavropoulos
(CTO)They studied at California Polytechnic before working as a Honeywell Aerospace Systems Engineer and in Engineering at Fullscreen for almost 3 years. They spent a year as a Startup Consultant before co-founding Boulevard with Matt.
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