About The RoleThis is not a coordinator role. You will own the methodology, the tooling, the standards, and the accountability frameworks that govern how BuildOps delivers implementations across our enterprise customer base. If you have ever looked at a growing services organization and seen the gaps - inconsistent handoffs, no escalation playbook, churn that could have been prevented - this is the job that fixes that.
What You'll DoBuild and govern the PS delivery methodology
- Define and maintain the implementation framework - phases, milestones, go/no-go criteria, and sign-off standards - for all customer segments (SMB, Mid-Market, Enterprise)
- Ensure methodology is documented, version-controlled, and consistently adopted across the delivery team
Own the PS portfolio view and health reporting
- Maintain a real-time view of all active implementations: stage, health score, risk flags, and projected go-live dates
- Produce weekly and monthly reporting for PS leadership and cross-functional stakeholders
Design and enforce the escalation framework
- Build the tiered escalation model that governs when accounts move from CSM-level to management-level to ELT visibility
- Define triggers, SLAs, and DRI accountability at each tier so no at-risk account goes undetected past defined thresholds
Lead the post-implementation RCA program
- Own the RCA process for contract rejections and high-risk churns - including template selection, root cause categorization, corrective action assignment, and aggregate trend reporting
- Ensure learnings are fed back into the delivery methodology and playbooks on a regular cadence
Drive PS tooling and process infrastructure
- Own the configuration and adoption of PS tooling (Salesforce, Gainsight, project tracking) so systems reflect ground truth, not a best-case view
- Ensure IMs and CSMs spend time on customers, not on admin overhead
Build and maintain implementation playbooks
- Develop playbooks by customer type (service-only, construction, ERP-integrated) that reflect current product capabilities, known integration requirements, and field learnings
- Maintain them as living documents - updated after every significant account learning.What We Look For
What We Look For- 5+ years in a Professional Services, Customer Success, or Implementation leadership role at a B2B SaaS company
- Direct experience building or owning a PMO or delivery methodology function - not just following one
- Proven track record managing complex, multi-stakeholder implementations involving ERP or accounting integrations (NetSuite, Sage, QuickBooks, etc.)
- Strong analytical skills - you can build a portfolio health dashboard and explain what it means to a VP in three minutes
- Experience designing escalation frameworks and churn intervention playbooks
- Exceptional written and verbal communication skills; ability to navigate ambiguity and drive consensus
- Experience working in or serving the construction, field service, or trades industry is a strong plus
- Proficiency with Salesforce and at least one implementation or project management tool (GCX, Certinia, Asana, etc.)
Nice-To-Haves- PMP, PgMP, or equivalent project management certification
- Experience with Gainsight or a CS health-scoring platform
- Background in RCA methodologies: 5 Whys, FMEA, DMAIC, or Fishbone
- Prior experience scaling a PS team from 10 to 30+ IMs and CSMs
- Has built a Sales-to-CS handoff process from scratch and measured its impact on time-to-value
- CRM and CS platforms: Salesforce, Gainsight, GUIDEcx
- Project tracking: ClickUp, Asana, Jira, Confluence
- ERP and accounting integrations: NetSuite, QuickBooks, Sage
What we offer:- Generous equity grant, become an owner in our company!
- A comprehensive benefits package
- Flexible PTO and hybrid work schedules
- One-time work-from-home allowance
- Hubs in Los Angeles, San Francisco, Toronto, and Raleigh with hybrid work schedules and lunch provided for in-office days
- Company events and team-building activities, both in-person and virtual
- Fast-paced, collaborative, and dynamic work environment
- Opportunities for growth and career advancement
- Chance to work with cutting-edge technology and innovative solutions
- The chance to get in on the ground floor and build something truly groundbreaking for ourselves and our amazing customers
We welcome applicants from across the U.S. where we are registered to do business and able to support employment. Currently, this excludes the following states: Alaska, Hawaii, Kentucky, Mississippi, Nebraska, New Mexico, North Dakota, Rhode Island, South Dakota, West Virginia, and Wyoming. This list is based solely on operational and compliance considerations and is reviewed from time to time as our footprint grows.
