Manager, Implementation Team

Rundoo, Inc.; Chicago (IL); On-site; USD 120,000 - 180,000; Full time

Benefits offered by this job

Medical coverage

Dental coverage

Vision coverage

Life insurance

401(k) plan

Unlimited PTO

Company lunches

Learning materials

Job summary

Rundoo, Inc. is hiring a Manager, Implementation in Chicago to lead the team responsible for getting customers live and successful. You will own outcomes across attainment, resources, cadence, and process design, while coaching managers to own client outcomes and ensure accountability. You’ll report to GTM leadership and collaborate with Sales, Product, and CX.

Your mandate is to help the team reliably hit its number and deliver a clear, client-centered path to go-live.

Qualifications

• Hands-on leadership experience in implementation or post-sale teams.
• Proven ability to drive customer outcomes and hit ARR/go-live targets.
• Strong operating discipline: pipeline management, forecasting, capacity planning.

Responsibilities

• Own team performance and ARR/go-live attainment.
• Build a culture of accountability and high performance.
• Allocate resources with a rules-based approach to balance load.
• Run the operating cadence: Pipeline Reviews, Hit the Number, and training.
• Design a simple, client-centered implementation process with clear exit criteria.
• Create an escalation playbook enabling managers to resolve issues independently.
• Improve forecasting with an ARR forecast model for resource planning.
• Coach the team with clear, actionable feedback.

Skills

Leadership

Forecasting

ARR knowledge

Coaching

Resource allocation

Process design

Cross-functional collaboration

People management

Job description

Our mission is to empower independent supply stores with best-in-class technology. Think of your local hardware store or mom-and-pop nursery—these are our clients. From paint to lumber to flooring, over 200,000 such stores across the country sell over $1T of building materials annually using outdated, on-premises systems. We’re aiming to help them modernize so that they can continue to thrive.

Backed by leading investors including Battery, Bessemer and CRV, we've raised $48M across four rounds and are growing quickly: We're live in over 500 stores across the USA, Canada, and the Caribbean, and integrated with over 20 industry partners. Our team is made up of builders, sellers, and industry veterans with a shared goal: to bring modern technology to an overlooked industry.

About the role

We’re hiring a Manager, Implementation to lead the team responsible for getting every new Rundoo customer live and successful. You’ll own implementation outcomes across the business: team attainment, resource allocation, operating cadence, process design, escalation, and forecasting.

This is a hands-on leadership role for someone who sees implementation as a commercial discipline. You’ll set clear expectations, coach Implementation Managers to own customer outcomes, and build a culture where winning is celebrated and accountability is non-negotiable. You’ll report to our GTM leadership and partner closely with Sales, Product, and Customer Experience.

Your mandate is simple: help the team reliably hit its number while delivering a clear, client-centered path to go-live.

What you’ll do as Manager, Implementation at Rundoo

• Own team performance: Lead the Implementation team to consistently achieve its ARR and go-live goals, including through periods of team growth and ramp
• Build a culture of winning and accountability: Set ambitious but realistic expectations, celebrate strong performance, address misses directly, and ensure ownership stays with the Implementation Manager
• Allocate resources: Create and maintain a rules-based resource allocation process, ensuring we don’t have over or under capacity IMs
• Run the operating cadence: Lead Pipeline Reviews, “Hit the Number” meetings, no-push reviews, ongoing training, and call coaching
• Design and enforce a client-centered implementation process: Create simple, memorable stages with clear exit criteria verified through customer action—not just completion of internal tasks
• Create a repeatable escalation playbook: Equip Implementation Managers to resolve common challenges independently and elevate the right issues at the right time, without turning the manager into the default hero IC
• Improve forecasting: Build an ARR forecasting model that gives the company a reliable view of expected implementation outcomes and supports better resource planning
• Coach the team: Give clear, actionable feedback grounded in customer and business impact; use thoughtful questioning to help team members identify and own their next steps
• Partner cross-functionally: Work with Sales, Product, and Customer Experience to improve handoffs, resolve systemic blockers, and shorten time to live

Chicago-based and excited to work in an office at minimum 4 days/week

A high-accountability leadership style paired with a genuine commitment to supporting your team

Experience leading an implementation, onboarding, professional services, customer success, or other post-sale team with a measurable delivery or revenue target

A track record of helping a team consistently hit its number—not relying on one or two top performers

Strong operating discipline, including pipeline management, forecasting, resource allocation, and performance management

Excellent coaching skills, with the ability to deliver feedback that is both direct and actionable

Strong judgment under pressure and the ability to distinguish between issues the team should solve and issues that require escalation

Clear written and verbal communication across frontline team members, executives, and cross-functional partners

Comfort operating in a fast-moving startup where processes must be built, simplified, and reinforced as the company scales

Bonus points

• Experience leading implementation for B2B SaaS, payments, ERP, point-of-sale, or other workflow-critical software
• Experience serving independent retailers, building-material suppliers, or similarly operationally complex businesses
• Experience tying implementation milestones to ARR recognition, activation, or other commercial outcomes
• A history of building memorable, scalable playbooks that teams actually use
• Experience improving forecasting accuracy and capacity planning for a growing delivery organization
• You are energized by turning a good team into a high-performance team

What success looks like

Within your first several months, we expect you to:

• Establish a clear operating cadence and create visibility into team performance
• Help the team achieve at least 80% of its aggregate quota through broadly distributed attainment
• Implement a simple, branded, client-centered process with verifiable exit criteria for every stage
• Build an escalation system that enables Implementation Managers to solve more issues independently
• Produce an ARR forecast that predicts outcomes within approximately 25%
• Create a culture where expectations are clear, strong effort and results are celebrated, and misses lead to learning and accountability

About the team

Matt, Head of Sales: Studied history at Northwestern; taught middle school in Chicago, led sales for a consumer goods start-up, joined Rundoo as an AE and now leads the sales & CX teams; former competitive angler (bass fishing) and current husband and father

Brian, Implementation Manager: Hello! I have over 5 years of experience as an implementation manager. Most recently, I worked in food tech, helping implement software solutions for food and beverage companies.

Dominic, Implementation Manger: Before joining Rundoo, I spent several years in legal tech SaaS, where I built and scaled the implementation function from the ground up as an early employee at Case Status. During my tenure, I focused on helping customers reach value quickly while maintaining a high level of satisfaction. I’m passionate about creating structured, repeatable onboarding processes that drive successful outcomes.

Lej, Implementation Manager: Passionate about tech and helping people; here to find problem-solvers who care about impact as much as innovation.

Full medical, dental, and vision coverage (100% of premiums for you, 50% for dependents)

Life insurance

401(k) with Betterment

Unlimited PTO with 10 company-paid holidays

Daily team lunches for those in office

Learning materials and audiobook subscriptions

Andrew (CTO): studied computer science & humanities at Stanford, worked as a software engineer at Apple and head of engineering at Anova; danced with the SF ballet (where he met his wife)!

Nick (CEO): studied math & computer science at Stanford; worked as a trader at Bridgewater & Citadel and as a PM at Google & Enigma; distantly related to the founder of the Hershey company

How we've fundraised

We've raised $48m across four rounds:

A $2m pre-seed led by Kent Bennett at Bessemer with participation from Plug & Play, Quiet Capital, and Sequoia.

An $11m series A led again by Bessemer and CRV.