Implementation Manager - Pro Division

About Outdoorsy

Outdoorsy transformed access to the outdoors with the launch of its RV rental marketplace in 2015, and expanded to offer marketplace insurance in 2018. Today, Outdoorsy's partnership with its hosts has resulted in over 7 million travel days through RV rentals that are available in 4,800 cities across North America. Outdoorsy was named one of Fast Company’s ‘Most Innovative Companies’ in 2023 and celebrated over $3b in revenue in 2024.

Outdoorsy's team is inspired by a mission to restore our relationship with the outdoors and each other by inviting guests to Live Outdoorsy. Storytelling and community building have been an integral reason for our company’s growth and as we approach our 10th year we are looking to further invest in this area. This role will help tell the stories that inspire travel and appreciation of the outdoors for families everywhere.

About the Role

Outdoorsy is looking for an Implementation Manager to join our team in Austin and help new Wheelbase RV and Wheelbase Auto (carshare) customers get up and running. This role is all about onboarding, activating, and training new accounts, ensuring they succeed with our product from day one. You’ll guide customers through the setup process, support them for their first 30 days, and help us refine our processes as we grow this new sales funnel.

Who you are

We’re seeking an Implementation Manager who brings the right mix of technical expertise, experience, and personal qualities to thrive in our fast-paced environment. Here’s what we’re looking for:

• Technical Expertise with SaaS Software: You’re skilled at working with SaaS platforms and can confidently guide customers through their technical setup and usage. Experience with B2B software or dual-sided marketplaces is a big plus.
• Background in Training and Onboarding: You’ve got hands-on experience leading customer onboarding or training, ideally in a startup setting. You’re great at simplifying complex ideas and helping users get up to speed quickly.
• Startup Experience: You’ve worked in a fast-paced startup environment before and know how to keep up with rapid growth and shifting priorities. You’re comfortable in lean operations where efficiency and adaptability are key.
• Flexibility and Problem-Solving: You stay flexible during times of change and tackle complex problems with a positive, can-do attitude. No matter the challenge, you always put the customer first and find solutions that work.
• Analytical Mindset: You’re data-savvy and love digging into metrics to spot trends and improve processes. You use insights to make smart, customer-focused decisions.
• Customer-First Approach: You’re passionate about delivering exceptional experiences and ensuring every customer succeeds with our product.
  

In-Person and Travel Ready: You’re excited to work in-person at our Austin office, collaborating closely with the team. You’re also available to travel at least once per quarter for customer visits or team events.

Your work at Outdoorsy

Onboarding & Activation

• Lead the onboarding process for new Wheelbase RV and Auto accounts, getting them fully set up and operational.
• Conduct multiple 1-2 hour onboarding meetings per account to train customers on using the Wheelbase product.
• Lead critical followups post-training to ensure customers have clear next steps towards a full activation.
• Coordinate and perform in-person visits for enterprise accounts when needed, providing hands-on support.
• Ensure customers are activated, with their website integrated and ready to go.

Customer Success

• Support customers during their first 30 days, making sure they’re successful and getting value from Wheelbase.
• Nurture key accounts as an account manager, staying in touch through feedback calls and proactive check-ins.
• Step in to assist with support escalations when necessary, helping resolve issues quickly.

Process Improvement

• Document onboarding and implementation steps, spotting opportunities to make things better.
• Adjust current LMS (learning management system) to better support this onboarding process
• Suggest new processes to streamline the sales funnel and improve the customer experience.

What you bring to the table

Experience: 4+ years in customer onboarding, training, or account management (bonus if it’s in RV, auto, or SaaS industries).

Skills:

• Great at communicating and explaining things clearly, especially during training.
• Organized and able to juggle multiple accounts at once.
• Comfortable working on your own and with a team in a fast-moving environment.
  

Nice-to-Haves: Familiarity with Outdoorsy or similar marketplaces, plus experience with enterprise accounts or in-person training.

KPIs for this role

Onboardings per Week/Month: How many accounts you successfully onboard.

Time from Closed-Won to Activated: How fast you get a customer from signing to fully activated (website integrated).

Customer Satisfaction (CSAT): How happy your assigned accounts are, based on feedback and surveys.

Benefits & Perks:

• Opportunity to contribute to a high-growth, mission-driven company.
• Competitive salary and equity in one of the world’s fastest-growing companies.
• Comprehensive health and welfare benefits - Employee premiums covered in full by Outdoorsy!
• 401(k) match to help secure your future.
• Flexible PTO to promote work-life balance.
  

The approved pay band for this role is $70,000 - $95,000 DOE