Director, Onboarding & Implementation

Come Do The Best Work Of Your Life At Boulevard.

The Customer Experience group is responsible for launching, supporting, and strengthening business relationships with Boulevard’s customers. As the Director of Onboarding you will ensure the seamless onboarding of all of our customers from SMB to multi-location enterprises, franchises, and private equity-backed organizations that require customized onboarding approaches.

We are seeking an experienced, strategic, and customer-obsessed Director of Onboarding & Implementation to lead our customer onboarding function. In this role, you will be responsible for designing, scaling, and optimizing onboarding programs that drive efficient and effective activation measured by time-to-value, product adoption, and long-term customer success. You will manage a team of onboarding managers and specialists and collaborate cross-functionally with Sales, Product, Support, Marketing and Customer Success teams to ensure a seamless and value-driven start for every new customer.

What You’ll Do Here:

Team Leadership & Development

• Lead, mentor, and grow the onboarding team, fostering a high-performance culture centered on customer satisfaction and outcomes.
• Foster a culture of ownership and adaptability, encouraging team members to think strategically about customer needs and proactively address challenges.
• Provide coaching for team members handling high-complexity implementations, helping them navigate multi-stakeholder environments.
• Ensure consistency in execution across the team while allowing for tailored approaches that accommodate enterprise customer nuances.
• Define expectations and drive accountability through regular 1:1 coaching and feedback sessions.

Enterprise Onboarding & Strategic Process Development

• Own and evolve the onboarding strategy to deliver scalable, repeatable, and personalized experiences across different customer segments (e.g., SMB, mid-market, enterprise).
• Define and track key onboarding KPIs such as activation velocity, time-to-value, product adoption, and customer satisfaction (CSAT).
• Drive the forecasting process to ensure visibility and alignment with quarterly company objectives.
• Partner with Sales to ensure smooth handoffs and set clear expectations with new customers as well as escalation protocols for at-risk use cases.
• Collaborate with Product and Support teams to provide feedback and contribute to product improvements and knowledge base resources.
• Continuously refine onboarding playbooks, training materials, and implementation processes to reflect product updates and customer needs.
• Identify areas for automation and process optimization to improve efficiency and consistency of onboarding delivery.
• Support strategic initiatives such as customer segmentation, expansion onboarding, and migrations.

Strategic Alignment & Cross-Functional Collaboration

• Collaborate with Sales, Operations, Support and Customer Success to establish smooth pre-sales to post-sales transitions, ensuring the best experience for our customers with the right level of support.
• Identify and champion opportunities for automation and process efficiency, reducing friction in onboarding, particularly large scale.
• Stay deeply attuned to industry best practices in enterprise onboarding and contribute to process evolution.
• Clearly synthesize and communicate trends to advocate for customer and team needs via Quarterly Executive Reviews with Senior Leadership.

What You’ll Need To Thrive:

Key Competencies

• Customer Strategy Development: Proven ability to develop, refine, and execute onboarding processes ranging from small single-location to large, multi-location, and complex customers.
• Process Development: Ability to design and improve onboarding workflows for enterprise customers, balancing scalability with high-touch service.
• High-Level Problem Solving: Experience navigating multi-stakeholder implementations, managing high-value accounts, and developing solutions to systemic challenges.
• Strategic Communication: Ability to align onboarding strategy with long-term business goals, ensuring enterprise customers see value quickly.
• Change Management & Adaptability: Comfortable navigating evolving onboarding models and implementing improvements that enhance efficiency and customer experience.
• High EQ & Executive Presence: Experience engaging with senior executives and managing relationships at the VP and C-suite level within large organizations.
• Performance Management: Ability to set, monitor, and drive accountability against expectations for the team to drive business outcomes and build high-performing teams.

Additional Qualifications

• 7+ years of experience in customer onboarding, implementation, or customer success within a B2B SaaS environment.
• 3+ years in a leadership role, managing onboarding or implementation teams.
• Proven track record of building and scaling onboarding programs for high-growth SaaS companies.
• Experience with franchises, multi-location rollouts, and private equity-backed organizations is highly preferred.
• Strong understanding of SaaS metrics, customer journey mapping, and customer success best practices.
• Technical Aptitude: Strong familiarity with SaaS platforms, CRM tools like Salesforce (strongly preferred), Excel, and an ability to quickly learn new systems.
• Leadership Skills: Ability to inspire, develop, and lead high-performing teams, while driving accountability and ensuring execution at a high level.
• Strong Business Acumen: Understanding of enterprise customer challenges, change management principles, and key drivers for customer retention and expansion.
• Organizational Agility: Ability to navigate ambiguity, prioritize competing demands, and drive continuous improvement in a fast-paced environment.

How We’ll Take Care Of You:

Your starting total cash compensation for this role is between $155,400 - $220,000, 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.