Manager, Launch

📋 Description • Own the critical first 90 days of every customer’s journey. As Manager, Launch you will lead a pod of 6-8 Launch Managers who shepherd multi-million-dollar construction firms from signed contract to live, productive users. You will personally quarterback the most strategic accounts—think national electrical, mechanical, and general contractors—ensuring that Miter’s AI-driven HR, finance, and operations platform replaces decades-old on-premise software without missing a beat. • Coach for excellence, not just throughput. Weekly 1:1s, live call shadowing, and data-driven feedback loops will be your toolkit to lift onboarding velocity by 30 % and customer NPS above 70. You will codify what “great” looks like, build rubrics, and run monthly calibration sessions so every Launch Manager delivers the same white-glove experience that earned us customers like Marathon Electrical and Truebeck Construction. • Turn chaos into repeatable playbooks. Construction onboarding is messy—union rules, prevailing-wage classifications, multi-state payroll, and 3rd-party ERP integrations all collide. You will dissect these variables, design decision trees, and author living documentation in Notion and Salesforce so that ramp time for new Launch Managers drops from 8 weeks to 4. • Be the voice of the customer inside Miter. You will run bi-weekly “voice of launch” forums with Product & Engineering, translating field friction into Jira tickets that shape roadmap priorities. Your insights will directly influence AI models that classify labor cost codes and embedded payment flows that move millions of dollars weekly. • Own the metrics that matter: project go-live within 45 days, first-job cost accuracy > 95 %, and logo churn < 3 %. You will build Looker dashboards, forecast weekly, and present findings to the Executive team. When a metric slips, you will dive into root cause—whether it’s a brittle API mapping or an unclear customer workflow—and drive the fix. • De-escalate the inevitable fire drill. When a 500-person contractor threatens to walk because their prevailing-wage reports are off by pennies, you will parachute in, marshal Engineering and Support, and turn a detractor into a reference customer. Your calm under pressure will set the tone for the entire Launch org. • Scale without losing the human touch. As ARR doubles year-over-year, you will experiment with automation (e.g., AI-generated project plans, self-service data importers) while ensuring that every superintendent still feels like they have a direct line to Miter. You will decide what to automate, what to templatize, and what must stay high-touch. • Foster a culture of continuous improvement. You will institute monthly retros, blameless post-mortems, and a peer-recognition Slack channel. By celebrating small wins—like shaving two days off data migration—you will keep the team energized through hyper-growth. • Collaborate across the revenue engine. You will sit at the nexus of Sales (handoff notes), Customer Success (renewal signals), and Support (ticket trends). Your cross-functional influence will ensure that promises made in the sales cycle become realities in the field. • Represent Miter on the road. Quarterly travel to customer sites—from Denver data-center builds to Texas solar farms—will give you firsthand insight into how foremen actually use tablets on muddy job sites. These visits will fuel stories that inspire your team and sharpen our roadmap. 🎯 Requirements • 2-5 years as a front-line manager in a high-growth B2B SaaS environment with ownership of onboarding, implementations, or customer success • Demonstrated success leading complex, API-heavy software rollouts for mid-market or enterprise customers • Exceptional stakeholder management—ability to communicate crisply with construction executives, union payroll admins, and internal engineers alike • Data fluency: can build, interpret, and act on metrics in Looker, Tableau, or similar BI tools • Resilience and patience under pressure; proven track record of turning escalations into expansions 🏖️ Benefits • Competitive compensation: well-above-market salary plus meaningful equity in one of the fastest-growing vertical SaaS companies • Comprehensive medical, dental, vision, and FSA plans for you and your family • 16-week fully paid parental leave for all parents, including adoptive and foster • Unlimited PTO and an annual learning stipend to keep you growing • Snacks, coffee, lunch, and commuter benefits for your three in-office days