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FieldPulse is a fun, dedicated, and growing team that is building modern applications for small home service businesses (plumbers, electricians, HVAC, specialty contractors, etc.) to help organize and run their business operations.

Our Customer Success organization is focused on delivering an exceptional onboarding and customer experience at scale. As we continue to grow upmarket, we are investing in stronger implementation leadership to support more complex customers and ensure consistent, high-quality onboarding.

Manager of Implementation-Scale

Location: Dallas, Texas
Department: Customer Success
Reports To: VP of Customer Success

Job Overview

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.

Key Responsibilities

Team Leadership

• 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
  
  

Time-to-Value & Operational Execution

• 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
  
  

Escalation & Complex Account Support

• 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
  
  

Cross-Functional Collaboration

• 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
  
  

Process & Program Improvement

• 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

Job Highlights

• Lead onboarding for FieldPulse’s growing mid-market customer segment
• Manage a high-impact implementation team
• Own Time-to-Value and go-live success for scale accounts
• Work cross-functionally with Sales, CS, Product, and Support
• Play a key role in FieldPulse’s upmarket growth strategy
• High visibility role with strong growth opportunities

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