Onboarding Manager

Boulevard

5d•Remote

About The Position

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.

Requirements

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.

Nice To Haves

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.

Responsibilities

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.
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.
Own customer risk identification, mitigation strategies, and executive escalations to maximize activation success.
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.
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.
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.