Last updated 10 October 2026

Implementation Manager / Onboarding Manager

Two openings.

Apply for this role. Reading the page is not applying. The application is the only way to be considered, and it is the whole first step.

Why this role exists

We need someone to oversee these items:

• You own a new client's first 30 to 90 days, from the day they sign to their first clean month end close.
• In a firm paid every month, onboarding is where the revenue is won or lost. A client whose books are not set up right never gets going, and cancels in month two or three after the setup hours are already spent.
• You are the reason a client's second month feels easy.

Logistics

• Company stage: Small firm, growing, thin at the top.
• Start: As soon as possible.
• Location: Remote, hired from Eastern Europe. Croatia, Poland, North Macedonia, Serbia, and the wider Balkans.
• Reports to: the Head of Delivery.
• Direct reports: None.
• Video: On, every internal meeting.
• Equipment: Yours. You'll reach our systems through a remote desktop we set up.
• Contract: Contractor. The template agreement shows every term before you get to the end.

Role summary

You take a client from signed to running. You collect what we need from them, connect their bank feeds, set up the software, and stay on it until the first month end close comes out clean. Then you hand them over and start the next one.

What you own

• Getting the documents in. You ask once, clearly, with a date, and you chase until they arrive. A client who has not sent something is not a client who has forgotten, they are a client nobody followed up with.
• The bank feeds. Connected, reconciling, and proven right against a statement before you call it done.
• The software. Their books, their client record, and their document requests, all set up the way the firm sets them up.
• The first clean month end close. That is the finish line, and nothing is finished before it.
• The handover. Written so the person who takes the client next can pick it up without asking you anything.

What this role does not do

• Answering the phone or the shared inboxes. That is the Client Care Coordinator, and it runs forever. This role runs 30 to 90 days per client and then hands off.
• Keeping the client after onboarding. Retention belongs to Client Care, not to you.
• Bookkeeping and tax returns month after month. You do the first close, not the tenth.
• Setting or changing what the firm charges.

How your results are measured

• How many days from signing to the first clean month end close.
• Whether the setup is complete, checked against the list rather than against your memory.
• Every client you hold has a told date and it is on the record.
• Your handover is good enough that nobody comes back to you with a question about it.

What we need from you

• You have run an onboarding, an implementation, or a rollout with a real finish line and a real date.
• You chase people without being asked, and you try a second way when the first one gets no answer.
• English clear enough to hold a call with a client who is behind on sending you things.
• You are comfortable in accounting software. No accounting qualification is needed.
• All client work happens in our software. Your own tools stay out of it, with no exceptions.
• Your AI experience to reduce human effort where it is not value additive.
• Your career goals for the next three years.

Career growth

• Tell us what you want over the next three years. We will help.
• You book a career conversation with your manager every quarter. It's your meeting to run, and it's where we plan what you learn next.
• You see every client at their messiest, which is the fastest way to learn how this firm works.

Work hours

• Full time is 7 am to 4 pm Austin time. That's 2 pm to 11 pm in Warsaw, Belgrade, and Skopje.
• Part time is four hours a day. Two of those four are 12 pm to 2 pm Austin time, which is 7 pm to 9 pm in Warsaw, Belgrade, and Skopje. The other two are yours to choose.
• The gap is seven hours all year, so those times hold through both daylight saving changes.
• Monday through Friday, year round.

Full time here

You are passionate about your work. Full time here means 8 to 10 hours a day, because you want to see things through to finished.

Who we want here

• Women. We want more of them here.
• Autistic people. The rules are written down. Nobody has to read a room.
• Direct communicators.
• People who think in systems. When something breaks, they look for what caused it instead of fixing only the part they can see.
• People who are optimistic about the outcome when they are under stress or facing a challenge.
• People who move fast and get a lot done.
• People who are all in.
• People who want the company to grow and are excited to help make that happen.
• People who, when they are stressed, notice what they are feeling, then say what they need and write it down. Stopping at the feeling, with nothing written down, is not a fit here.

Who should not apply

This is not the role for you if you:

1. Wait for somebody else to pick a thing up, or need the work handed to you tidy and already decided.
2. Report a problem and stop there.
3. Try somebody once, get no answer, and give up.
4. Go quiet when something needs raising, or find telling the truth consistently hard.
5. Read hidden meanings and office politics instead of the plain words.
6. Overstate what you can do, or are different before you are hired and after.
7. Have changed jobs every year or two, or want short projects and a work whenever schedule.

And not if you:

• would rather send an email than pick up the phone.
• take a message and pass it on without finding out what the client needs.

How SMB Numbers works

We move fast, and we do not do chaos. We do consistency. If something is off, we say it early. If you do not know, you ask once, then take a smart first try. If you make a promise, you follow through. And if it is not written down, it did not happen.

How we work together

• We work at the same hours most of the time, and some of the work is done asynchronously. You will not always have somebody online to ask, so you write things down and you keep going.
• Written, asynchronous communication is modeled as part of the company's culture. Things are read in writing before a live call is requested, and writing is used to prevent the need for calls.
• Tell the truth early. If something is late, stuck, or going wrong, say it early and clearly.
• Be proactive.
• Keep records clean enough that someone else can step in, so you can take time off.
• Protect client information and handle sensitive material carefully.
• Track your time correctly and on time.
• When you see a repeat problem, fix the system.

Software we use

• Canopy, for the client record, calls logged against it, and time.
• A hosted remote desktop, which is how you reach our systems.
• Google Workspace, for mail, chat, and documents.
• Our internal site, for the SOPs and daily priorities.
• Zoom phone

The technology you need to work here

The setup is the same for every role here. The technology you need to work here lists the computer, the internet, the power backup, the audio and the workspace.

How to apply

Fill in the application. It is the whole first step.

It asks for a web address for a short video recording answering both of these questions. Put the video anywhere we can open without an account, and paste the address into the application.

• What do you do when you get a task/project you do not understand?
• From a logistics standpoint, when is the earliest that you could start full time if you were to be accepted?

Apply now. If you have read this far and it sounds like you, send it. We read every one.

Tax and accounting career levels, the levels used across the firm.