Manager of Implementation Team

Who you are

• 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
• 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 the job involves

• 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 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
• 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

The application 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