Manager of Implementation & Account Management, Outdoorsy

• We're seeking a leader who brings the right mix of leadership, technical expertise, and customer focus to thrive in our fast-paced environment
• Proven People Leadership: You have 5+ years of experience managing and developing teams. You know how to coach, motivate, and hold people accountable while fostering a collaborative, high-performance culture
• Implementation & Training Expertise: You've led customer onboarding, implementation, or training programs at scale. You're comfortable being hands-on when needed and can train your team to deliver exceptional implementations
• Account Growth Mindset: You have a track record of driving expansion and growth within existing accounts. You identify opportunities, build relationships, and help customers realize more value from the product
• SaaS & B2B Experience: You're skilled at working with SaaS platforms and understand the nuances of B2B customer relationships. Experience with dual-sided marketplaces or fleet management software is a plus
• Startup Mentality: You've thrived in fast-paced, lean environments where you need to be resourceful, adaptable, and willing to roll up your sleeves. You know how to prioritize ruthlessly and execute efficiently
• Customer-First Approach: You're passionate about delivering exceptional customer experiences and ensuring every account succeeds with our products
• Analytical & Process-Oriented: You use data to make decisions, spot trends, and continuously improve processes. You document what works and scale it across the team
• In-Person & Travel Ready: You're excited to work in-person at our Austin office, collaborating closely with the team. You're available to travel at least quarterly for customer visits, team events, or training delivery
• 7+ years in customer onboarding, implementation, account management, or related customer-facing roles
• 5+ years managing and leading teams
• Experience in SaaS, B2B software, or marketplace platforms (bonus if in RV, auto, fleet management, or rental industries)
• Strong leadership and people management skills with a track record of building high-performing teams
• Excellent communication and presentation skills, especially when training or leading customer-facing sessions
• Strategic thinker with strong operational execution skills
• Comfortable working with data, dashboards, and metrics to drive decisions
• Organized and able to manage multiple priorities, accounts, and team members simultaneously
• Proven ability to drive account growth and expansion

Desirable

• Outdoorsy is looking for a Manager of Implementation & Account Management to join our Wheelbase team in Austin, TX
• This role will lead our team of customer success managers, drive growth within our existing customer base, and ensure successful implementations and ongoing training for both Wheelbase RV and Wheelbase Auto customers
• You will be hands-on with implementations, training, and customer relationships
• This is a critical leadership role as we scale our automotive expansion while strengthening our core RV platform
• Lead, coach, and develop a team of customer success managers, setting clear goals and holding the team accountable to performance metrics
• Conduct regular 1:1s, performance reviews, and provide ongoing feedback and development opportunities
• Foster a culture of customer obsession, collaboration, and continuous improvement
• Build processes and playbooks to scale the team as the business grows
• Drive expansion and growth within our existing book of business for both Wheelbase RV and Wheelbase Auto customers
• Develop and execute account management strategies to increase customer lifetime value, reduce churn, and identify upsell opportunities
• Ensure your team proactively manages account health, conducts regular check-ins, and maintains strong customer relationships
• Partner closely with Sales on account transitions and expansion opportunities
• Personally deliver implementations and trainings for select accounts, especially enterprise or high-value customers
• Ensure your team delivers high-quality onboarding, training, and implementation support to activate new customers quickly
• Develop training materials, resources, and best practices to improve implementation efficiency and customer time-to-value
• Coordinate in-person visits for enterprise accounts when needed
• Support community-building efforts to strengthen customer relationships and create opportunities for peer learning and engagement
• Assist with customer events, webinars, user groups, or other community initiatives as needed
• Act as a voice of the customer internally, sharing feedback and insights with Product, Sales, and leadership
• Document and optimize implementation and account management processes to drive efficiency and scalability
• Identify bottlenecks, gaps, or opportunities to improve the customer journey
• Use data and metrics to track team performance and make data-driven recommendations
• Collaborate cross-functionally with Product (Michael Haan), Sales (Justin Warren), and Customer Experience (Casey Linger)
• Key Performance Indicators (KPIs):
• Team Performance: Account manager quota attainment, customer satisfaction (CSAT), and account health scores
• Account Growth: Net revenue retention (NRR), expansion revenue, and upsell/cross-sell metrics from existing book of business
• Implementation Efficiency: Time from closed-won to activated, implementation completion rate
• Customer Satisfaction: CSAT and NPS scores for accounts under your team's management
• Team Development: Employee satisfaction, retention, and development progression of direct reports