Onboarding Specialist I

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.

About the Role

The Onboarding Specialist I is responsible for coordinating and executing customer onboarding projects from contract signature through successful activation. This role serves as the primary day-to-day project coordinator for customers during onboarding, helping ensure projects remain organized, on track, and aligned to onboarding milestones.This role will work across a range of customers to deliver a tailored onboarding experience based on their industry, size, and needs. 

This role is ideal for individuals who are highly organized, customer-focused, and motivated to develop strong project management and implementation skills within a SaaS environment.

The Onboarding Specialist I works within established onboarding processes and operational frameworks to support successful customer outcomes, maintain project momentum, and deliver a consistent onboarding experience. This role partners closely with Sales, Product, Engineering, Customer Success, Education, and Support teams to help customers successfully launch on Boulevard.

What You’ll Do

• Manage customer onboarding projects from kickoff through activation using established onboarding processes and implementation standards.
• Serve as the primary customer contact throughout onboarding, maintaining consistent communication and strong customer experience standards.
• Coordinate onboarding project plans, timelines, milestones, and customer deliverables.
• Help maintain customer momentum by following up on action items, reinforcing timelines, and driving milestone completion.
• Track onboarding progress and maintain accurate project documentation across Salesforce, GuideCX, and operational systems.
• Support onboarding quality by coordinating configuration tasks, data collection, testing activities, and launch readiness preparation.
• Identify project risks, delays, or blockers early and escalate concerns appropriately.
• Partner cross-functionally with Sales, Product, Engineering, Data Migration, Support, Education, and Customer Success teams to help resolve customer needs and onboarding dependencies.
• Maintain strong organizational discipline across a portfolio of onboarding projects while balancing competing priorities.
• Contribute ideas and feedback to improve onboarding processes, customer experience, and operational efficiency.
• Participate in onboarding enablement, coaching, and continuous learning opportunities.

What You’ll Bring

• 1–3 years of experience in customer onboarding, project coordination, implementation, customer success, or account management roles.
• Strong organizational and time management skills with attention to detail.
• Ability to manage multiple projects and competing priorities simultaneously.
• Strong written and verbal communication skills.
• Ability to build customer relationships while maintaining professionalism and accountability.
• Comfortable working within structured processes, timelines, and operational expectations.
• Strong follow-through and ownership mindset.
• Ability to identify problems, ask questions, and escalate issues appropriately.
• Technical aptitude and ability to learn SaaS onboarding workflows, system configurations, and operational processes.
• Willingness to learn and develop project management, customer management, and onboarding expertise.

Bonus Points For

• Experience in SaaS onboarding or software implementations
• Experience using Salesforce, GuideCX, or similar CRM/project management platforms
• Experience within wellness, healthcare, med spa, salon, or service-based industries
• Experience managing customer-facing projects or timelines

Success in This Role

In Your First 30 Days

• Complete onboarding training and become familiar with Boulevard’s products, onboarding methodology, systems, and customer journey.
• Shadow onboarding projects and learn onboarding operational standards and workflows.
• Begin supporting customer communication, project coordination, and onboarding administration tasks.

By 90 Days

• Independently manage a portfolio of onboarding projects with support from leadership and team processes.
• Maintain accurate project updates, customer communication, and onboarding documentation.
• Demonstrate strong organizational discipline and customer follow-through.

By 6 Months and Beyond

• Successfully manage onboarding projects with limited oversight.
• Demonstrate consistent onboarding execution, project organization, and customer accountability management.
• Maintain strong portfolio hygiene, forecasting discipline, and customer communication standards.
• Contribute positively to team collaboration, onboarding quality, and customer outcomes.

Key Performance Expectations

• Consistent progress toward activation velocity benchmarks
• Accurate and timely project documentation
• Strong customer communication and responsiveness
• Healthy portfolio management and project organization
• Consistent adherence to onboarding processes and operational standards
• Proactive escalation of onboarding risks and blockers

Key Attributes for Success

• Highly organized and detail-oriented
• Strong customer service and communication skills
• Coachable and eager to learn
• Reliable and accountable
• Calm and structured under pressure
• Strong follow-through and prioritization skills
• Collaborative mindset and team-oriented approach
• Positive attitude with willingness to adapt and grow

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.