Job description
Who is Boulevard?
Boulevard provides the first and only client experience platform for appointment-based, self-care businesses. We empower our customers to give their clients more of the magical moments that matter most.
Before launching in 2016, our founders spent months interviewing salon managers and working behind front desks to understand their pain points so we could design a modern, user-friendly platform that meets the unique needs of their business. Our roots may be in hair salons, but we are built for the broader self-care industry, including many types of salons, spas, medspa, barbershops, and more. Our technology not only helps our customers survive but thrive. Take a look at how we (and YOU) can make that happen.
We have an insatiable curiosity and embrace experimentation. We believe that simple solutions require the most sophistication, and we design each and every detail to maximize potential, power, and impact. Do our values match? Read through our story and what we value the most.
Our team values and celebrates our diverse backgrounds. Being open about who we are and what we do allows us to do the best work of our lives. We believe in equal opportunity for all, and you should too.
Come do the best work of your life at Boulevard.
The Customer Experience team is responsible for launching, supporting, and strengthening relationships with Boulevard’s customers. As the Manager of Enterprise Onboarding, you will lead a team of 5–7 Onboarding Specialists (OSs) responsible for ensuring the seamless onboarding of our largest and most complex customers. These customers often include multi-location enterprises, franchise organizations, and private equity-backed businesses that require tailored onboarding approaches.
This role is ideal for a leader with deep experience in enterprise-scale onboarding who can both guide execution and shape the long-term strategy for onboarding our highest-value customers. You will play a key role in designing, refining, and scaling processes that differ significantly from SMB and mid-market onboarding, delivering a high-touch, consultative experience that drives measurable business outcomes for our enterprise clients.
What you’ll do here:
Team Leadership & Development
- Manage and develop a team of 5–7 Enterprise OSs through regular 1:1s, performance reviews, and actionable coaching.
- Foster a culture of ownership, accountability, and adaptability, encouraging team members to think strategically about enterprise customer needs.
- Provide support and escalation guidance for team members navigating complex, multi-stakeholder implementations.
- Ensure consistency in execution across the team while empowering tailored approaches for enterprise customer nuances.
Enterprise Onboarding & Process Development
- Partner with leadership to design, refine, and scale onboarding frameworks for enterprise customers that are structured, repeatable, and adaptable.
- Differentiate and codify onboarding workflows between SMB and enterprise customers, creating playbooks and best practices that serve as a blueprint for scale.
- Evaluate customer complexity (e.g., number of locations, integrations, legacy migrations) and adjust onboarding strategies accordingly.
- Track and improve enterprise onboarding KPIs such as time-to-value (TTV), activation rate, launch timeline accuracy, and enterprise onboarding CSAT.
High-Touch Customer Engagement
- Act as a leadership presence for enterprise customers, joining key calls and providing executive-level assurance during onboarding.
- Oversee team workload and ensure projects are prioritized to meet strict launch deadlines.
- Partner directly with OSs on high-value accounts to deliver a white-glove experience tailored to customer needs.
Strategic Alignment & Cross-Functional Collaboration
- Serve as the voice of the enterprise customer across Sales, Product, Engineering, and Customer Success.
- Partner with Sales, Support and Customer Success to create seamless pre-sales to post-sales transitions, aligning on customer goals and expectations.
- Provide structured feedback loops into Product and Engineering based on enterprise onboarding learnings, influencing roadmap and integration priorities.
- Identify and champion opportunities for automation, tooling, and process efficiency that reduce friction in large-scale onboarding while maintaining a high-touch approach.
What you’ll need to thrive:
Key Competencies
- Enterprise Strategy: Demonstrated success in building and executing onboarding processes for large, multi-location, and complex enterprise customers.
- Process Development: Strong ability to design scalable, repeatable workflows while maintaining a best-in-class experience.
- Analytical & Metrics-Driven: Skilled at defining, tracking, and improving enterprise onboarding KPIs (TTV, activation, adoption, CSAT).
- Problem-Solving: Experience navigating complex, multi-stakeholder implementations and resolving systemic challenges.
- Strategic Communication: Proven ability to communicate with clarity and influence at the executive level, aligning onboarding outcomes with long-term customer value and business objectives.
- Change Management & Adaptability: Comfortable evolving onboarding models, driving change across teams, and improving efficiency without compromising customer experience.
- Executive Presence & EQ: Adept at building trust with VP and C-suite stakeholders in large organizations.
Additional Qualifications
- Experience: 5+ years in enterprise onboarding, implementation, or customer success, with at least 2+ years leading a team. Experience with franchises, multi-location rollouts, or PE-backed organizations strongly preferred.
- Technical Aptitude: Familiarity with SaaS platforms, CRM tools (Salesforce preferred), Excel, and the ability to quickly master new systems.
- Leadership: Proven ability to inspire and lead high-performing teams while driving accountability.
- Business Acumen: Understanding of enterprise customer challenges, change management principles, and the levers that drive retention and expansion.
- Bonus: Formal training or certifications in project management or change management (e.g., PMP, Prosci, Six Sigma) are a plus.
How we’ll take care of you:
Your starting total cash compensation for this role is between $77,000 and $110,000, depending on your current skills, experience, training, and overall market demands. This salary range is subject to change, and there is always room for growth and advancement.
In addition to the wonderful people you’ll get to work with and challenging projects that’ll push you - Boulevard is here to make sure you’re always at the top of your game emotionally, mentally, and physically.
✨ We’ve got you covered with a 401(k) match plus dental, medical, vision, and life insurance.
🏝 Take a break whenever you need with our flexible vacation day policy.
🖥 Fully remote so you can choose where you want to work. You’ll receive a work from home stipend every month.
💚 Family planning resources and specialized support programs.
🔮 Equity: get ahead on the ground floor and grow with Boulevard.
💅 Boulevard Bucks Learning and Development program allows employees to explore businesses in the market we serve.
📲 We recommend following our official LinkedIn page to stay up to date on all things Boulevard life!
Boulevard Labs, Inc. is an Equal Opportunity Employer committed to hiring a diverse workforce and sustaining an inclusive culture. All employment decisions at Boulevard Labs, Inc. are based on business needs, job requirements, and individual qualifications, without regard to race, color, religion, marital status, age, national origin, ancestry, physical or mental disability, medical condition, pregnancy, gender, sexual orientation, gender identity or expression, veteran status, or any other status protected under federal, state, or local law.
