Senior Onboarding & Implementation Manager – Pet Care / Vertical SaaS

Job Type

Full-Time W-2

About RunLoyal

RunLoyal is a SaaS platform built for pet care businesses, including boarding, daycare, grooming, training, and related pet care operations.

We help pet care businesses manage daily operations, customer communication, reservations, payments, staff workflows, reporting, and pet parent engagement through modern software.

We are growing and looking for a hands-on onboarding and implementation leader who can help customers successfully move from sales handoff to go-live, adoption, and long-term success.

Role Overview

RunLoyal is hiring a Senior Onboarding & Implementation Manager to lead and improve our customer onboarding and implementation function.

This is a hands-on, customer-facing role. It is not a pure management position. The right person should be comfortable personally leading customer calls, conducting workflow discovery, helping configure the system, training users, resolving onboarding blockers, and building repeatable onboarding processes.

The ideal candidate understands how SMB operators work, can translate real-world business workflows into software setup and training, and can help customers adopt new technology with confidence.

We are also looking for someone who is comfortable using AI tools in their day-to-day work to move faster, improve documentation, summarize information, create training content, identify process gaps, and improve customer communication. You do not need to be an AI expert, but you should be curious, practical, and willing to use modern tools to improve execution.

This role is especially well-suited for someone with one or more of the following backgrounds:

• Former pet-care facility GM, operations manager, or senior operator who led software changes
• Gingr, Paw Partner, PetExec, DaySmart, or similar pet-care software power user with onboarding, training, or systems-change experience
• SMB SaaS implementation specialist with strong workflow discovery and customer training experience
• Pet-care consultant who has helped facilities change systems, workflows, or operating processes
• Customer success or implementation professional from a vertical SaaS company serving SMB operators

What You’ll Do

• Lead new customers through onboarding from kickoff through qualified go-live.
• Conduct workflow discovery to understand each customer’s operations, services, staffing model, customer journey, and business needs.
• Translate customer workflows into RunLoyal setup, training, and implementation plans.
• Guide customers through system configuration, data migration coordination, training, go-live readiness, and handoff to Customer Success and Support.
• Own onboarding timelines, milestones, open items, customer readiness, and go-live quality.
• Provide customer training through live calls, screen sharing, written materials, and repeatable playbooks.
• Identify adoption risks early and help customers make the operational changes needed to successfully use the platform.
• Partner with Sales, Support, Customer Success, Product, Engineering, and offshore implementation resources to remove onboarding blockers.
• Improve onboarding documentation, SOPs, checklists, handoff templates, and customer-facing training materials.
• Use AI tools thoughtfully to improve day-to-day work, including call summaries, onboarding notes, SOP drafts, training guides, customer follow-ups, internal documentation, and process improvement ideas.
• Track onboarding metrics such as time-to-go-live, stalled accounts, qualified go-lives, handoff quality, and customer sentiment.
• Help build a more predictable, scalable, and repeatable onboarding process.

What You BringMust-Have Qualifications

• 5 years of experience in one or more of the following:
• SaaS implementation and onboarding
• Pet-care facility operations leadership
• Pet-care software administration, training, or rollout
• SMB software adoption, workflow consulting, or customer success
• Strong customer-facing communication skills.
• Ability to lead workflow discovery and understand how a business operates before recommending setup or training.
• Comfortable working with SMB owners, managers, frontline staff, and non-technical users.
• Strong project management skills with the ability to manage multiple customer on-boardings at the same time.
• High ownership mentality and strong follow-through.
• Ability to create structure in a fast-moving startup environment.
• Strong attention to detail and ability to track customer status, open items, risks, and next steps.
• Comfortable learning and explaining software workflows.
• Willingness to use AI tools in day-to-day work to improve speed, documentation, communication, and execution quality.
• Ability to work independently while collaborating closely with internal teams.

Strong Plus

• Experience with Gingr, Paw Partner, PetExec, DaySmart, Time To Pet, MoeGo, or similar pet-care / service-business software.
• Experience managing or operating a pet boarding, daycare, grooming, training, veterinary, or related service business.
• Experience training staff during a software rollout or operating-process change.
• Experience with data migration, system configuration, CRM tools, support tools, implementation trackers, or onboarding dashboards.
• Experience creating SOPs, training guides, onboarding checklists, or workflow documentation.
• Practical experience using AI tools such as ChatGPT, Claude, Gemini, Microsoft Copilot, or similar tools for documentation, summaries, customer communication, training content, or process improvement.
• Passion for pets and the pet-care industry.

What We Value

• Customer ownership: You take responsibility for helping customers succeed.
• Workflow thinking: You understand how businesses operate and how software needs to support real operations.
• Hands-on execution: You are willing to jump into calls, setup, training, follow-ups, and documentation.
• Clear communication: You can explain complex things simply.
• Startup mindset: You can operate in ambiguity, move quickly, and improve the process while doing the work.
• Process discipline: You create repeatable systems, not just one-off fixes.
• AI-enabled productivity: You use modern tools to work smarter, document faster, and improve team execution.
• Team collaboration: You work well with Sales, Support, Customer Success, Product, Engineering, and offshore resources.

Success in This Role

Success in this role means:

• Customers are more prepared and confident at go-live.
• Time-to-go-live becomes more predictable.
• Fewer customers stall during onboarding.
• Handoffs to Customer Success and Support are cleaner.
• Documentation and SOPs to improve.
• Internal teams have better visibility into onboarding status and risks.
• AI and automation are used practically to reduce manual work and improve onboarding consistency.
• RunLoyal becomes less dependent on tribal knowledge and more scalable as we grow.

Compensation

Competitive compensation based on experience, including base salary and performance-based variable compensation tied to onboarding and implementation outcomes.

How to Apply

Send your resume and a brief note to jointhepack@runloyal.com with the subject line:

Senior Onboarding & Implementation Manager – [Your Name]

In your note, please briefly share your experience with SaaS onboarding, pet-care operations, pet-care software, SMB workflow discovery, customer training, and how you use AI tools in your day-to-day work.

• RunLoyal is proud to be an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all team members.