Manager of Implementation & Account Management - Pro Divison

Outdoorsy-posted about 2 months ago

$110,000 - $130,000/Yr

Full-time • Manager

Onsite • Austin, TX

101-250 employees

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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).

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

Familiarity with Outdoorsy, Wheelbase, or similar marketplaces
Experience managing both RV and automotive/fleet customers
Background in training program development or learning management systems (LMS)
Experience working in early-stage or high-growth startups

Competitive Salary: $110K-$130K DOE.
Growth Opportunity: Join a company in its early stages and help build its foundation for success.
Equity: Opportunity to earn equity compensation.
Comprehensive Benefits: We offer a full health and welfare benefits package, a 401(k) match, and flexible Paid Time Off.
Fun Office Atmosphere: Lively office, stocked with endless snacks, regular Happy Hours, catered lunches, and team building events.
Work-Life Balance: Enjoy RV rental discounts and a company culture that values a healthy balance between work and adventure.

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