Manager, PMO
$145,000–$181,000 year
HybridSan Francisco, California, United States
Job Summary
Build and govern the PS delivery methodology by defining implementation frameworks, phases, and sign-off standards for all customer segments. Maintain a real-time portfolio view of active implementations to produce health reports and drive weekly leadership updates. Design and enforce tiered escalation frameworks with defined triggers, SLAs, and DRI accountability to prevent at-risk accounts from going undetected. Lead the post-implementation RCA program to root-cause contract rejections and high-risk churns, feeding learnings back into delivery playbooks. Own the configuration and adoption of PS tooling including Salesforce and Gainsight to ensure systems reflect ground truth. Develop living implementation playbooks by customer type that integrate current product capabilities and field learnings.
Required Qualifications
- 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
- 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
- Proficiency with Salesforce and at least one implementation or project management tool (GCX, Certinia, Asana, etc.)
Desired Qualifications
- Experience working in or serving the construction, field service, or trades industry
- 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
- CRM and CS platforms: Salesforce, Gainsight, GUIDEcx
- Project tracking: ClickUp, Asana, Jira, Confluence
- ERP and accounting integrations: NetSuite, QuickBooks, Sage
Hiring someone like this?
Get your role in front of qualified candidates on Sorce.