Director of Onboarding & Implementation, Boulevard
$155.4-220k
+ 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
$155.4-220k
+ 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
- Customer Strategy Development: Proven ability to develop, refine, and execute onboarding processes ranging from small single-location to 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
- Performance Management: Ability to set, monitor, and drive accountability against expectations for the team to drive business outcomes and build high-performing teams
- 7+ years of experience in customer onboarding, implementation, or customer success within a B2B SaaS environment
- 3+ years in a leadership role, managing onboarding or implementation teams
- Proven track record of building and scaling onboarding programs for high-growth SaaS companies
- Experience with franchises, multi-location rollouts, and private equity-backed organizations is highly preferred
- Strong understanding of SaaS metrics, customer journey mapping, and customer success best practices
- 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
What the job involves
- The Customer Experience group is responsible for launching, supporting, and strengthening business relationships with Boulevard’s customers
- As the Director of Onboarding you will ensure the seamless onboarding of all of our customers from SMB to multi-location enterprises, franchises, and private equity-backed organizations that require customized onboarding approaches
- We are seeking an experienced, strategic, and customer-obsessed Director of Onboarding & Implementation to lead our customer onboarding function
- In this role, you will be responsible for designing, scaling, and optimizing onboarding programs that drive efficient and effective activation measured by time-to-value, product adoption, and long-term customer success
- You will manage a team of onboarding managers and specialists and collaborate cross-functionally with Sales, Product, Support, Marketing and Customer Success teams to ensure a seamless and value-driven start for every new customer
- Lead, mentor, and grow the onboarding team, fostering a high-performance culture centered on customer satisfaction and outcomes
- Foster a culture of ownership and adaptability, encouraging team members to think strategically about 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
- Define expectations and drive accountability through regular 1:1 coaching and feedback sessions
- Own and evolve the onboarding strategy to deliver scalable, repeatable, and personalized experiences across different customer segments (e.g. , SMB, mid-market, enterprise)
- Define and track key onboarding KPIs such as activation velocity, time-to-value, product adoption, and customer satisfaction (CSAT)
- Drive the forecasting process to ensure visibility and alignment with quarterly company objectives
- Partner with Sales to ensure smooth handoffs and set clear expectations with new customers as well as escalation protocols for at-risk use cases
- Collaborate with Product and Support teams to provide feedback and contribute to product improvements and knowledge base resources
- Continuously refine onboarding playbooks, training materials, and implementation processes to reflect product updates and customer needs
- Identify areas for automation and process optimization to improve efficiency and consistency of onboarding delivery
- Support strategic initiatives such as customer segmentation, expansion onboarding, and migrations
- Collaborate with Sales, Operations, Support and Customer Success to establish smooth pre-sales to post-sales transitions, ensuring the best experience for our customers with the right level of support
- Identify and champion opportunities for automation and process efficiency, reducing friction in onboarding, particularly large scale
- Stay deeply attuned to industry best practices in enterprise onboarding and contribute to process evolution
- Clearly synthesize and communicate trends to advocate for customer and team needs via Quarterly Executive Reviews with Senior Leadership
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
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 HQ
Central LA, Los Angeles, CA
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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