Manager of Implementation

Rundoo; United States; On-site; USD 140,000 - 190,000; Full time

Job summary

Rundoo is seeking 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 coaches Implementation Managers to own customer outcomes and build a culture of accountability.

Qualifications

• Excellent coaching skills with direct and actionable feedback.
• Strong judgment under pressure; know what to escalate.
• Clear written and verbal communication across teams.
• Strong operating discipline: pipeline mgmt, forecasting, and performance management.

Responsibilities

• Lead the Implementation team to hit ARR and go-live goals.
• Build and maintain a rules-based resource allocation process.
• Run the operating cadence: pipeline reviews, forecasting, training, coaching.
• Design a client-centered implementation process with clear exit criteria.
• Create an escalation playbook to resolve issues independently.

Skills

Coaching skills

Forecasting

Pipeline management

Resource allocation

Communication

Leadership

ARR focus

Job description

• 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
• 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
• 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

A high‑accountability leadership style paired with a genuine commitment to supporting your teamExperience leading an implementation, onboarding, professional services, customer success, or other post‑sale team with a measurable delivery or revenue targetExcellent coaching skills, with the ability to deliver feedback that is both direct and actionableStrong judgment under pressure and the ability to distinguish between issues the team should solve and issues that require escalationClear written and verbal communication across frontline team members, executives, and cross‑functional partnersStrong operating discipline, including pipeline management, forecasting, resource allocation, and performance managementChicago‑based and excited to work in an office at minimum 4 days/weekA track record of helping a team consistently hit its number—not relying on one or two top performersComfort operating in a fast‑moving startup where processes must be built, simplified, and reinforced as the company scalesExperience leading implementation for B2B SaaS, payments, ERP, point‑of‑sale, or other workflow‑critical softwareExperience tying implementation milestones to ARR recognition, activation, or other commercial outcomesExperience serving independent retailers, building‑material suppliers, or similarly operationally complex businessesA history of building memorable, scalable playbooks that teams actually useYou are energized by turning a good team into a high‑performance teamExperience improving forecasting accuracy and capacity planning for a growing delivery organization