Onboarding Specialist II

Come Do the Best Work of Your Life at Boulevard

The Onboarding Specialist II is a fully autonomous implementation project manager responsible for driving customer onboarding outcomes from contract signature through successful activation. This role owns a portfolio of onboarding projects with minimal oversight and is accountable for maintaining strong customer momentum, forecast accuracy, operational discipline, and activation performance.

The Onboarding Specialist II is expected to move beyond task execution and take full ownership of timelines, customer accountability, and risk management. This role proactively identifies blockers, influences customer behavior, and drives onboarding projects forward with urgency and structure.

You will manage a broad range of customer implementations across varying levels of complexity while partnering cross-functionally with Sales, Product, Engineering, Customer Success, Education, and Support.

What you'll do here

• 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 need to thrive

• 3–5 years of experience in SaaS onboarding, implementation, project management, or customer success roles.
• Proven ability to independently manage a high-volume portfolio of onboarding projects.
• Strong project management, organizational, and prioritization skills.
• Demonstrated ability to proactively manage customer risk, delays, and competing priorities.
• Strong communication and stakeholder management skills with the ability to influence customers and internal teams.
• Ability to balance operational discipline with customer flexibility and problem solving.
• High ownership mindset with strong follow-through and accountability.
• Experience managing onboarding forecasting, project tracking, and portfolio reporting.
• Comfortable navigating customer pushback and driving accountability conversations.
• Technical aptitude with the ability to understand onboarding workflows, configurations, integrations, and data migration requirements.

Bonus points for

• Experience with Salesforce, GuideCX, or similar onboarding/project management tools
• Experience supporting multi-location or higher-complexity SaaS implementations
• Experience within wellness, healthcare, med spa, salon, or service-based industries
• Experience mentoring or coaching junior onboarding team members

How we’ll take care of you:

Your starting cash compensation for this role is $33.65 per hour + 10% bonus of your annual base compensation. This cash compensation is subject to change, and there is always room for growth and advancement.