Implementation Project Manager

Remote (United States)

Compensation:

$95,000 – $140,000 per year (base salary)

In addition to base salary, this position includes equity and benefits as part of the total compensation package. Final compensation is determined based on factors including market data, geographic location, skills, qualifications, experience, and level.

About the Role

As a member of the Implementation team, you will own and drive the implementation phase of the customer journey, establishing a strong foundation for long-term customer success. You will manage several projects in parallel, including high-priority enterprise accounts, across the complete suite of services and products.

You will serve as the primary point of contact for customers, manage the end-to-end implementation process, and partner closely with go-to-market, Product, and Engineering teams. You will work directly with customers to set them up for success, advocate for their needs internally, and build systems and tools that make implementation processes more efficient and scalable as the business grows.

This role reports to the Manager of Implementation.

What You’ll Do

Project Management & Issue Resolution

• Build project plans with clear milestones and due dates, holding customers and internal partners accountable for achieving agreed objectives.
• Proactively manage the implementation process from end to end to achieve target timelines and goals.
• Partner with appropriate internal and external teams to align on key milestones and workflows.
• Identify blockers that could delay an implementation and work with the appropriate internal and external teams to resolve them.
• Collaborate with internal stakeholders to define project scope, goals, and deliverables while managing expectations throughout the customer journey.

Data Exchange & System Setup

• Support the largest customers as they become familiar with the data model and data import requirements.
• Work comfortably with APIs, integrations, and system configurations at the level needed to manage projects effectively and communicate with Product and Engineering teams.

Customer Experience

• Ensure customers are positioned to achieve their first value from the platform.
• Advocate for customer needs, identify opportunities for improvement, and establish strong feedback loops between customers and internal teams.

Process Improvement & Collaboration

• Proactively identify gaps in the current implementation process.
• Drive the development of processes and resources needed to make implementation operations more scalable while maintaining strong customer NPS.
• Foster collaboration, accountability, and excellence across the broader team while supporting a positive work environment and strong team cohesion.

Qualifications

• 5+ years of experience in implementation and/or project management, specifically leading complex SaaS implementations.
• Previous experience at a B2B SaaS startup, ideally within health technology, digital health, or healthcare operations.
• Proven experience managing enterprise-level projects in complex organizational environments, with a track record of successful technical project delivery.
• Proven track record of leading end-to-end client implementations.
• Exceptional client-facing communication skills, including executive presence, the ability to lead stakeholder calls, and the ability to translate technical information clearly for different audiences.
• Experience with SaaS configuration, including integrations, APIs, workflows, permissions, and reporting.
• Proficiency with project management tools such as ClickUp, Jira, and Asana.
• Strong problem-solving and decision-making abilities, with a focus on driving results and achieving project objectives.
• Excellent leadership, communication, and interpersonal skills, with the ability to build and maintain effective relationships with stakeholders at all levels.