Own the full implementation lifecycle for new employer and partner accounts — from contract signature through go-live and into ongoing configuration support, including post-launch changes, re-implementations, and expansion onboarding
Build and manage detailed project plans with clear milestones, owners, and timelines; keep internal and client stakeholders aligned throughout
Lead client-facing kickoff calls and working sessions, serving as the primary point of contact during implementation
Coordinate across Sales, Marketing, Partnerships, Product, Clinical, and Operations to ensure seamless handoffs and on-time launches
Configure and manage technical setup including SSO integrations, data feeds, and eligibility file processing; troubleshoot integration issues and escalate to Product and Engineering when needed
Develop and refine implementation playbooks, templates, and processes that scale as the business grow
Track implementation KPIs including time-to-launch, issue resolution time, and launch quality; surface trends to drive continuous improvement
Maintain clean documentation in CRM and project management tools throughout the client lifecycle

5+ years of experience in implementation, customer onboarding, project management, or a related role; digital health or SaaS experience preferred
Demonstrated ability to manage multiple complex implementations simultaneously
Comfortable engaging credibly in conversations about data formats, file transfers, SSO, and API integrations
Experienced working with benefits administration systems or employer group data is a strong plus
Highly organized with excellent project management instincts; familiar with tools like Asana, Slack, Confluence, and Jira
Strong communicator who can translate technical details for non-technical clients and business context for internal teams
A proactive problem-solver who finds issues before clients do and owns them through resolution
Experienced in B2B2C or employer-facing environments is a plus

Implementation Manager

Key skills