Manager, Implementation

FieldPulse•Dallas, TX

About The Position

We are looking for a Manager of Implementation – Scale Segment to lead our implementation team focused on customers with 10–20 users (mid-market / scale accounts). These customers have more complex workflows, integrations, and onboarding needs, requiring strong project management, clear expectations, and tight execution. This role will manage a team of Implementation Specialists responsible for onboarding scale customers and ensuring successful adoption of FieldPulse within our target 60-day Time-to-Value (TTV) window. The Manager will serve as the primary escalation point, drive operational discipline, and partner cross-functionally with Sales, Customer Success, Product, and Support to ensure successful launches. We are looking for a hands-on leader who can coach, remove blockers, and hold the team accountable to timelines, quality, and customer outcomes.

Requirements

3+ years experience in SaaS implementation, onboarding, or customer success
1+ years experience in a team lead or management role preferred
Experience working with mid-market or complex customer implementations preferred
Strong project management skills with ability to manage multiple projects simultaneously
Proven ability to coach and develop team members
Excellent communication and escalation management skills
Experience working cross-functionally with Sales, Product, and Support
Highly organized with strong attention to detail
Comfortable working in a fast-paced, high-growth environment
Ability to balance customer experience with operational efficiency

Nice To Haves

Experience working with mid-market or complex customer implementations preferred
1+ years experience in a team lead or management role preferred

Responsibilities

Manage and develop a team of Implementation Specialists supporting Scale (10–20 user) accounts
Provide coaching, feedback, and performance management to ensure consistent execution
Establish clear expectations around project ownership, communication, and customer experience
Support hiring, onboarding, and training of new Implementation team members
Own implementation performance for the Scale segment, including
Time-to-Value (target: 60 days)
Go-live rate
Implementation CSAT
Debook / early churn reduction
Ensure implementation projects stay on schedule and risks are addressed early
Monitor team capacity, workload, and project timelines
Serve as the primary escalation point for implementation challenges
Partner with customers to resolve complex workflow, integration, or adoption issues
Work closely with Sales and Customer Success on high-risk accounts
Help reset expectations when scope, timeline, or product fit becomes unclear
Partner with Sales to ensure proper qualification and expectation setting
Collaborate with Product and Engineering on feature gaps and technical blockers
Work with Customer Success to ensure smooth handoff post-go-live
Partner with Support on technical escalations during onboarding
Build repeatable processes for mid-market / scale implementations
Improve documentation, onboarding plans, and playbooks
Identify trends causing delays, churn, or poor adoption
Drive operational improvements to support company growth