[Hiring] Onboarding Manager @Boulevard

Role Description

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.

Qualifications

• 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.

Requirements

• 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.

Benefits

• 401(k) match plus dental, medical, vision, and life insurance.
• Flexible vacation day policy.
• Fully remote work with a monthly work from home stipend.
• Family planning resources and specialized support programs.
• Equity opportunities for growth with Boulevard.
• Boulevard Bucks Learning and Development program for exploring businesses in the market served.

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.