ABOUT THE ROLE

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.

WHAT YOU'LL DO

Team Leadership & Development

• 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.

Execution & Portfolio Management

• 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.

Customer Risk Leadership

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

Operational Excellence & Continuous Improvement

• 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.

Coaching & Quality

• 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.

Cross-Functional Business Partnership

• 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.

WHAT YOU'LL BRING

• 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.

BONUS POINTS FOR

• 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.

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