Manager, PMO

What You’ll Do

Build 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

• 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

Tools & Platforms

CRM and CS platforms: Salesforce, Gainsight, GUIDEcx

Project tracking: ClickUp, Asana, Jira, Confluence

ERP and accounting integrations: NetSuite, QuickBooks, Sage