Manage an individual implementation case load while supporting overall team execution.
Oversee daily implementation activities, including case intake, assignment, prioritization, and progress tracking.
Monitor team capacity and workloads to ensure implementation timelines and customer commitments are met.
Serve as an escalation point for implementation issues and help remove blockers.
Support the onboarding of customers across different markets, products, and use cases.
Lead through ambiguity by helping define, test, and refine implementation steps for new or evolving products.
Identify opportunities to improve team efficiency, consistency, and case management practices as offerings scale.
Partner with leadership and cross-functional teams to translate new product capabilities into repeatable implementation approaches.
Identify training and enablement needs related to new products, markets, and customer segments.
Provide day-to-day guidance, coaching, and feedback through case reviews and best-practice sharing.
Share regular updates on team performance, risks, and improvement initiatives.

Experience in Customer Success, Implementation, or Professional Services.
Comfort operating in environments where processes are still being defined or evolving.
Ability to balance hands-on implementation work with supervisory responsibilities.
Strong understanding of implementation workflows and case management tools.
Demonstrated problem-solving skills and operational judgment.
Strong communication, organization, and prioritization abilities.
Experience onboarding customers across multiple products, markets, or customer segments.
Familiarity with healthcare technology, data-driven products, or emerging product offerings.

Implementation Supervisor, Customer Success

Key skills