Onboarding Manager, Boulevard

• Enterprise Customer Strategy: Proven ability to develop, refine, and execute onboarding processes for large, multi-location, and complex customers
• Process Development: Ability to design and improve onboarding workflows for enterprise customers, balancing scalability with high-touch service
• High-Level Problem Solving: Experience navigating multi-stakeholder implementations, managing high-value accounts, and developing solutions to systemic challenges
• Strategic Communication: Ability to align onboarding strategy with long-term business goals, ensuring enterprise customers see value quickly
• Change Management & Adaptability: Comfortable navigating evolving onboarding models and implementing improvements that enhance efficiency and customer experience
• High EQ & Executive Presence: Experience engaging with senior executives and managing relationships at the VP and C-suite level within large organizations
• Experience: 5+ years in enterprise onboarding, customer success, or implementation, with at least 2+ years leading a team in this segment. Experience with franchises, multi-location rollouts, and private equity-backed organizations is highly preferred
• Technical Aptitude: Strong familiarity with SaaS platforms, CRM tools like Salesforce (strongly preferred), Excel, and an ability to quickly learn new systems
• Leadership Skills: Ability to inspire, develop, and lead high-performing teams, while driving accountability and ensuring execution at a high level
• Strong Business Acumen: Understanding of enterprise customer challenges, change management principles, and key drivers for customer retention and expansion
• Organizational Agility: Ability to navigate ambiguity, prioritize competing demands, and drive continuous improvement in a fast-paced environment
• This role is ideal for a leader with extensive experience managing enterprise-scale onboarding programs, who can both oversee execution and partner in developing the strategy for onboarding these high-value customers

• The Customer Experience group is responsible for launching, supporting, and strengthening business relationships with Boulevard’s customers
• As an Onboarding Manager, Enterprise, you will lead a team of approximately 5-7 Enterprise Onboarding Specialists (OSs),ensuring the seamless onboarding of our largest, most complex customers
• This includes multi-location enterprises, franchises, and private equity-backed organizations that require customized onboarding approaches
• You will be instrumental in designing, refining, and scaling processes that differ significantly from SMB and mid-market onboarding, ensuring a high-touch, consultative experience tailored to the unique needs of enterprise clients
• You will also be deeply involved with Enterprise onboarding customers, partnering with your team of OSs to ensure a flawless, white glove experience
• Manage and develop a team of 5-7 Enterprise OSs through regular 1:1s, performance reviews, and actionable feedback
• Foster a culture of ownership and adaptability, encouraging team members to think strategically about enterprise customer needs and proactively address challenges
• Provide coaching for team members handling high-complexity implementations, helping them navigate multi-stakeholder environments
• Ensure consistency in execution across the team while allowing for tailored approaches that accommodate enterprise customer nuances
• Partner with leadership to develop and refine onboarding processes for large-scale enterprise customers, ensuring they are structured, repeatable, and scalable
• Identify key differences between SMB and enterprise onboarding needs, helping to build the framework for enterprise-specific workflows, best practices, and playbooks
• Evaluate customer complexity factors (e.g., number of locations, integrations, legacy system migrations) and develop onboarding strategies accordingly
• Own enterprise team metrics, ensuring KPIs are met while identifying areas for improvement to drive onboarding efficiency and effectiveness
• Support OSs on account management for high-value customers, providing a leadership presence and additional support for these businesses
• Oversee team workload and prioritize projects to meet strict enterprise launch deadlines
• Advocate for enterprise customers, ensuring their needs are well-represented in internal discussions across Sales, Product, Engineering, and Customer Success
• Collaborate with Sales and Account Management to establish smooth pre-sales to post-sales transitions, ensuring customers receive the right level of strategic support
• Identify and champion opportunities for automation and process efficiency, reducing friction in large-scale onboarding
• Stay deeply attuned to industry best practices in enterprise onboarding and contribute to process evolution

• 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

Total funding: $108m

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.