Fullsteam

Compensation

Full Description

Job Description: • Own the client relationship and onboarding journey—reduce time-to-value to <30 days for SMB and <60 days for mid-market/franchise field services customers. • Build standard operating procedures (SOPs), automation, and playbooks for repeatable and scalable onboarding. • Partner with Strategic Accounts, CS, and Sales to eliminate handoff friction and improve customer activation and retention. • Implement KPIs for onboarding efficiency: activation rate, TTV, customer health during onboarding, and expansion readiness. • Collaborate with Product and Engineering to define and execute a product roadmap focused on usability, scalability, and ICP alignment. • Translate customer feedback and field insights into clear product requirements and user stories (PRDs). • Work hands-on with C#/.NET developers to prioritize backlog, feature releases, and cross-team delivery timelines. • Identify feature gaps for Maid, Junk, Home Services, and Franchise industries and drive roadmap prioritization to address them. • Tighten Vonigo’s ICP and niche market positioning within franchise services and key verticals. • Partner with GTM to develop packaging and onboarding tiers (SMB, Growth, Enterprise). • Serve as the internal voice of the customer—run VOC loops, QBR insights, churn feedback loops, and onboarding NPS. • Lead internal operational systems to support scale (GuideCX/Asana/Jira/HubSpot/Salesforce—based on environment). • Direct P&L oversight for a multi-million-dollar SaaS portfolio, including ARR growth, backlog realization, and EBITDAC performance across core product lines and custom development projects. • Collaborated with Engineering and Product teams to evaluate CapEx versus OpEx allocations, ensuring ROI justification for roadmap initiatives and backlog commitments. Requirements: • 3-5 years' experience to running a P&L • 7–10+ years in SaaS operations, product management, or implementation leadership. • Experience leading onboarding/implementation teams for a B2B SaaS platform. • Strong product ownership experience (PRDs, user stories, backlog management). • Hands-on experience working with Engineering teams using C# and .NET. • Proven ability to scale operational workflows and drive measurable KPIs. • Strong process builder with experience using Agile/Scrum. • Industry knowledge in field services, franchise management, home services, or vertical SaaS. • Exceptional communication and cross-functional leadership skills. • Experience building onboarding playbooks for Field Service mid-market or enterprise customers. • Familiarity with Field Service API integrations and enterprise workflows. • Background in scaling SaaS platforms in a transformation environment. • Experience managing Customer Service, Customer Experience, Development and Implementation partners. Benefits: • Fullsteam supports an inclusive workplace that values diversity of thought, experience, and background. • Equal Opportunity/Affirmative Action employer. • All qualified applicants will receive consideration for employment without regard to race, religion, color, national origin, ancestry, age, physical or mental disability, sex, sexual orientation, gender identity/expression, pregnancy, veteran status, marital status, creed, status with regard to public assistance, genetic status or any other status protected by federal, state, or local law.