5-7 years of experience in implementation, onboarding, or customer success roles
Proven track record of leading teams to meet measurable delivery or revenue targets
Strong skills in pipeline management, forecasting, and resource allocation
Excellent coaching abilities with a focus on actionable feedback
Ability to communicate clearly with diverse stakeholders
Experience in fast-paced startup environments
High-accountability leadership style with a commitment to team support
Responsibilities
Lead the Implementation team to achieve ARR and go-live goals
Foster a culture of accountability and celebrate team successes
Develop a structured resource allocation process to optimize team capacity
Conduct regular performance reviews and training sessions
Design a client-centered implementation process with clear exit criteria
Create an escalation playbook for Implementation Managers
Build an accurate ARR forecasting model to aid resource planning
Benefits
Full medical, dental, and vision coverage (100% for employee, 50% for dependents)
Life insurance
401(k) with Betterment
Unlimited PTO with 10 company-paid holidays
Daily team lunches for in-office employees
Access to learning materials and audiobook subscriptions
Full Job Description
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
1. 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 escalate 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
Requirements •
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 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
Interview Process
Recruiter screen (30 minutes) - Discuss your background, leadership experience, and interest in Rundoo. If all goes well, we'll send you a short take-home exercise to complete.
First round (30 minutes) - Meet with the hiring manager and review a short take-home exercise: design a simple, memorable implementation process with clear stages and customer-verifiable exit criteria
On-site working session (approximately 1.5 hours) - Coach two implementation calls and lead a mock pipeline review using a sample go-live calendar and team pipelines
Team lunch (30 minutes) - Meet members of the Rundoo team
Founder Chat (15 minutes) - Final conversation with our CEO, Nick
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.
Leslie, Implementation Manager: Recent MBA grad with about 10 years in various Ops and Implementation roles at startups, always looking for my next build.
Viviana, Implementation Manger: My background is in agriculture (worked for an organic certifier for 8ish years and an Agtech startup for 1.5ish years).
Compensation 💵
Base salary: $133K
Target variable compensation: $17K
Equity: $26,000 vesting over four years
Benefits 🏋
Full medical, dental, and vision coverage (100% of premiums for you, 50% for dependents)
