Senior Implementation Manager

Hey — Let's find your next opportunity About Fountain When you join the Fountain team, you become part of the leading enterprise solution for frontline workforce management. Fountain’s automated, customizable platform provides a seamless applicant experience for workers, while ensuring organizations can scale and manage their frontline talent. We’ve helped hundreds of companies like UPS, CLEAR, Stitch Fix, GoPuff, Fetch, and sweetgreen to hire, onboard, and manage over 14 million workers in more than 75 countries. In 2022, we closed $185M in our Series C, led by SoftBank and B Capital. Join our growing team of highly collaborative, ambitious, and forward-thinking Fountaineers as we empower our hundreds of customers and millions of frontline workers around the world. Let’s elevate frontline work together. About the job As a Senior Implementation Manager, you will be responsible for setting customers up for long-term success on Fountain by managing the implementation process for customers across Fountain's growing suite of products. As the primary point of contact post-sale and pre-customer success, you will drive adoption and customer value by managing overall project delivery, including system configuration, QA, setup, and customer education. To be successful in this role, you should be organized and process-driven, communicate clearly with non-technical audiences, manage multiple projects simultaneously, and build strong relationships with customers and internal stakeholders. What You'll Be Doing Partner with sales to define project scope and ensure a seamless customer experience from post-sale through go-live Own customer relationships through implementation (post-sale / pre-account management), collaborating with customers and internal stakeholders to define implementation strategy and business goals Carry out implementation projects end-to-end for small enterprise and mid-market customers , with a focus on speed to value Serve as a product expert, leveraging Fountain software in the most efficient ways to teach and support customers Complete virtual consultations and configuration walkthroughs; support customer rollouts and user training Perform standard data migrations and CSV imports/exports across common HR tech platforms (ATS, CRM, HRIS) Develop a working understanding of HR and recruiting workflows, including familiarity with ATS, HRIS, and payroll platforms Leverage AI tools to accelerate project documentation, generate status updates, summarize customer meetings, and manage workstream visibility across concurrent implementations How We Use AI on This Team At Fountain, we believe AI is a force multiplier for implementation teams. Implementation Managers are expected to actively use AI tools to work smarter, not just faster. Meeting efficiency: Use AI to transcribe, summarize, and extract action items from customer and internal calls, reducing manual note-taking and ensuring nothing falls through the cracks Project documentation: Draft status reports, implementation plans, and stakeholder updates with AI assistance, then refine for accuracy and tone before distributing Customer communication: Use AI to draft initial versions of follow-up emails, kickoff agendas, and go-live checklists, keeping communication loops tight without sacrificing quality Technical problem-solving: Leverage AI to research configuration questions, draft setup documentation, and prepare for customer training sessions Knowledge management: Use AI to help maintain and improve playbooks, ensuring implementation documentation stays current as Fountain's product suite evolves Comfort with AI‑assisted workflows is expected. Experience with tools such as Claude, ChatGPT, Notion AI, or similar platforms is a plus. What You Should Bring Solid understanding of the HR space, including hiring and workforce management concepts 4-6 years of experience in a similar role; e.g., implementation, project management, professional services, or consulting Experience with HR tech platforms such as an ATS, CRM, or HRIS Proven track record managing mid‑market customer engagements end-to-end, with a focus on delivering value quickly and predictably Bachelor's degree or equivalent work experience Proficiency with Google Suite and ticketing systems (e.g. Intercom, Linear) Strong time management skills; able to manage multiple implementations simultaneously in a fast‑paced environment Comfortable working with customers to research business processes, diagnose software issues, and translate requirements into configuration decisions Working knowledge of system integrations and ability to explain data flows clearly to non‑technical stakeholders Comfort using AI tools to improve workflow efficiency and output quality Ability to travel onsite for customer kickoff meetings (typically 1-2 times per quarter) Nice to Have PMP, Agile, SHRM, PHR, or related certifications Familiarity with mid‑market or enterprise HRIS platforms (e.g. Rippling, ADP, BambooHR, UKG, Workday) Workato, Zapier, or similar integration middleware experience Familiarity with project management tools such as Asana Hands‑on experience with AI productivity tools (Claude, Gemini, Notion AI, or similar) Salary Range: $120,000- $140,000K USD + bonus, depending on location and experience. Health Insurance Paid Time Off (PTO) Paid Holidays Remote Work Professional Development Vision Insurance Fountain offers an incredibly unique work environment. We employ a diverse team all over the world. Each Fountaineer is given the freedom to do their best work from wherever they choose. We also understand the importance of in‑person connections and hold in‑person meetings with your team and meet annually as an organization to build our relationships and focus on the future of moving Fountain Forward. The benefits we offer in the United States include competitive health plans and a retirement plan. Some Fountain‑wide perks offered to all employees across the globe include a flexible vacation policy, paid holidays, monthly lunch stipends, annual allowances for ongoing education related to your profession and career advancement, along with home office, cell phone, and wellness reimbursements. Fountain is a global employer, so some benefit offerings will vary from country to country. Fountain is proud to be an equal opportunity workplace. We welcome applicants of any educational background, gender identity and expression, sexual orientation, religion, ethnicity, age, socioeconomic status, disability, and veteran status. By submitting an application, you confirm that you have read our Privacy Policy and agree that we may process and retain your personal data for the purpose of recruitment in accordance with applicable data protection laws. Fountain Austin, Texas, United States Fountain Austin, Texas, United States As a Commercial Account Executive, you will be responsible for selling Fountain solutions to large employers in industries where the hourly workforce is core to business operations. These industries include retail and grocery, hospitality and food services, logistics and transportation, business and professional services, and healthcare. Your accounts will have at least 5,000 employees (with an emphasis on 10,000 employees and up), and your buyers will be senior executives in talent acquisition and business operations. What you’ll be doing: Prospect to key accounts within your territory, building a sustainable pipeline in partnership with marketing and sales development Understand and promote Fountain’s vision, products, and value proposition, taking a value‑first approach to selling our solutions Manage a complex enterprise sales process, working with and driving consensus among our stakeholders in HR, recruiting, business operations, IT, and other corporate functions Close new accounts for 5-6 figure annual recurring revenue Set up customers for long‑term success, selling with honesty and integrity Track all customer information and progress in Salesforce and other Fountain tools Contribute to a culture of accountability and a team‑selling approach What you should bring: The successful candidate will be a highly intelligent and inspirational salesperson who has the following experience and personal characteristics: Minimum 5 years of experience in software sales, with a heavy emphasis on selling business solutions to senior executives Proven track record of exceeding sales quotas and closing 5-6 figure deals Strong knowledge of technology solutions serving the recruiting, HR, and/or hourly workforce market, including the buyer personas and value drivers at the executive level Prior experience in startup organizations and selling products that are novel or require creativity and evangelism 2 or more years of experience working 100% remotely Willingness to travel often for events (1+ per month) Salary Range: $90,000 - $100,000K USD + commission, depending on location and experience Fountain San Francisco, California, United States Fountain’s Customer Success team As an Enterprise Customer Success Manager at Fountain you will build relationships with some of the biggest brands in the world. You are a trusted advisor focused on driving mutually successful outcomes and delivering ROI. Our team’s mission is to drive outsized outcomes and build, deepen and grow relationships with our customers by: Understanding their current and future business goals and challenges Leveraging our recruiting and technology expertise to share insights and best practices Communicating the value of these solutions to their team and executives What you’ll be doing Self-sufficient management of 5-15 Enterprise accounts Actively ensure there is a clear roadmap and account plan for your strategic accounts to drive long‑term account growth and success Support and enable customers with regular executive touchpoints and develop meaningful relationships to optimize product adoption and customer value Represent the customer voice with internal product roadmap decisions Ensure customer wellbeing by monitoring customer health, driving customer adoption, driving KPI improvement, and acting as an escalation point for customer issues Develop data‑driven QBRs and account plans for customers that outline critical customer goals, metrics for success, potential issues, and provide best practices and recommendations Be a strategic partner and thought leader for your customers by providing hiring and workforce management industry insights and best practices. Be a change management champion by helping your customers evolve their recruiting strategies, processes, and workflows Provide training and insights on how to optimize their usage of Fountain. Interact with clients via email and zoom to gather project requirements, communicate strategies, report back the tracking milestones and success, and manage budgetary allowances Create, outline, and maintain updates on project plans, document milestones, manage the budget, and contribute to client success stories Collaborate with internal teams (sales, product, engineering, marketing), advocating on behalf of your customers Use your insights and innovations working with customers to lead team projects which improve the experience for all customers Please expect to travel onsite for customer meetings 2-3x per quarter What you should bring 8+ years in a customer-facing role (with at least 2 years in SaaS), with a preference of Enterprise Customer experience A background in customer success and/or account management, developing holistic strategies to guide complex organizations towards measurable business outcomes. Project management as a strength and experience leveraging internal resources and stakeholders to execute against deadlines within a complex organization. Experience with executive stakeholder relationship management up to C-level Strong attention to detail, effective time management, and organizational abilities Familiar with concepts revolving APIs and integrations Curious, eager to learn the industry and product Strategic thinker with a knack for identifying creative solutions Proven ability to operate effectively in a fast‑paced environment and adapt quickly to change Demonstrated ability to quickly learn new technologies and reporting platforms Strong analytical skills, preferably with experience using Looker Nice to haves Understanding of key CS concepts such as customer journey, milestones, handoffs, escalations, churns, and maintaining a book of business Experience handling renewal conversations and commercials How We Use AI on This Team At Fountain, we believe Agentic AI is a force multiplier for customer success teams. The Enterprise CSM role is expected to actively use Agentic AI tools to work smarter, not just faster. Meeting efficiency : Use AI to transcribe, summarize, and extract action items from customer and internal calls, reducing manual note‑taking and ensuring nothing falls through the cracks Project documentation : Draft status reports, risk summaries, and stakeholder updates with AI assistance, then refine for accuracy and tone before distributing Workstream visibility : Apply AI tools to synthesize activity across multiple concurrent projects and flag potential timeline conflicts or blockers proactively Data Analysis : Using AI to analyze and synthesize customer data into actionable reports; and delivering meaningful metric‑backed recommendations Knowledge management : Leverage AI to help maintain and improve playbooks, ensuring documentation stays current as processes evolve Comfort with AI‑assisted workflows is expected. Experience with tools such as Claude, ChatGPT, Notion AI, or similar platforms is a plus. We are also strong users of the Fountain cross‑platform Agent: Cue. Salary Range: $100,000 - $120,000K USD + bonus, depending on location and experience. Fountain builds workforce management software for the world's largest hourly employers. We are an agent‑first engineering organization where coding and review agents are integrated into our daily workflow. Our platform team builds the critical systems that enable engineers and agents to ship dependable products at scale. What You’ll be Doing: As a member of our compact platform squad (currently four engineers), you will develop the foundational systems that power the entire Fountain ecosystem. Your responsibilities will typically involve: Ship platform capabilities across all customer and internal products Own performance, security, and stability for high‑traffic production systems Enhance agentic systems, including coding agents and observability tools Lead architectural decisions for human and agentic interfaces Design reliable code, APIs, and contracts for humans and agents Collaborate with product and engineering teams to deliver customer impact Work autonomously with product managers and designers Identify problems, ship fixes, and own outcomes like an early‑stage product team What you bring A minimum of five years in a professional engineering role, primarily focused on backend development, with a proven history of launching production‑ready systems. Expert‑level systems design. You have a keen eye for the architectural foundations beneath every feature and aren't afraid to express your technical perspective. You possess a track record of identifying and re‑engineering misaligned systems. Exceptional discernment for technical trade‑offs, UX, APIs, and code. You possess a clear vision of excellence across various domains and consistently elevate the standards of your colleagues. Demonstrated experience with agentic or LLM‑based systems beyond consumer use. You've shipped something where an LLM was in the critical path, built tooling that agents consume, or designed evals that catch regressions. Bonus if you can describe the failure modes you've seen and what you did about them. Initiative. Our strongest signal: you ship things nobody asked you to ship, and they turn out to matter. Thrives in autonomous and ambiguous environments, operating effectively without the need for a structured ticket queue. Excellent written communication. You'll work across time zones (EU, US, South Africa, India) and async clarity is the highest‑leverage skill in this kind of org. Nice to have Designed APIs or tools meant to be consumed by agents: structured outputs, deterministic surfaces, good observability. Experience within early‑stage product teams or startup environments. Proficiency with event‑driven architectures, monorepos, and/or observability at the platform level. #J-18808-Ljbffr SCALIS