Implementation ManagerWhat You'll Be Working On- Own implementations end-to-end: Run every customer deployment from kickoff through go-live. Lead discovery sessions, collect scheduling rules and clinic workflows, build project plans, hold timelines, and coordinate across engineering and customer stakeholders to drive on-time launches.
- Execute the non-engineering implementation work: Collect and organize customer inputs-scheduling rules, knowledge base content, provider configurations, appointment type matrices. Configure the Clarion platform where tooling allows-assistant settings, scheduling configurations, telephony routing, org setup.
- Be the customer's primary point of contact: Lead kickoff calls, weekly syncs, and stakeholder check-ins. Send meeting recaps within 30 minutes. Manage all non-technical stakeholder communications and serve as the first line of response for customer issues post-launch.
- Run UAT and drive go-live: Coordinate testing sessions where customers simulate real call scenarios. Track issue resolution, manage the production cutover, and ensure a smooth IVR redirect on launch day.
- Own accounts post-launch: Lead recurring syncs and QBRs, triage inbound issues via Slack and email, monitor account health metrics, and surface expansion signals to the sales team.
- Shape the product: Translate field observations and customer feedback into actionable requirements. Partner with engineering to prioritize admin tooling investments that reduce implementation effort over time.
Requirements- Implementation experience: 3+ years running complex software implementations, technical onboarding, or customer-facing project management at a B2B SaaS company. You've owned timelines, managed stakeholders, and driven go-lives.
- Semi-technical fluency: Comfortable navigating APIs, configuration interfaces, and technical documentation. You don't write production code, but you understand what engineers are building and can coordinate technical workstreams effectively.
- Project leadership: Track record of managing multi-workstream projects and holding cross-functional resources accountable to deadlines. You track 15 things at once without dropping any.
- Customer-facing presence: Experience as a primary customer POC-comfortable leading meetings with clinic operators and building trusted relationships with both technical and non-technical stakeholders.
- Bias toward action: At our stage, the Implementation Manager is a player, not a coach. You do the work yourself rather than delegating or waiting.
Interesting Challenges- Encoding operational DNA at scale: Every specialty practice has unique scheduling rules, referral logic, payer exceptions, and clinical workflows-often undocumented. You'll extract this knowledge from clinic operators and translate it into structured platform configurations.
- Building the repeatable machine: Today's implementation process is being invented, not inherited. You'll develop, document, and improve the playbook after every deployment-identifying which steps can be templatized, automated, or handed to the customer.
- Bridging AI and clinic operations: Our AI agents require iterative tuning, not just one-time configuration. You'll coordinate post-launch refinements across scheduling rules, knowledge bases, and prompt adjustments to drive accuracy in production.
- Scaling without scaling headcount: Partner with engineering to prioritize the admin tooling and self-service capabilities that let one Implementation Manager handle the workload that currently requires multiple engineers.
What We Offer- Direct mentorship: Work closely with our founding team and experienced leaders who will invest in your professional development
- Meaningful equity: Early employee stock options with significant ownership potential
- Comprehensive benefits: 100% covered healthcare, flexible time off, commuter benefits, weekly team lunches
- Team culture: Quarterly retreats and monthly team events that build genuine connections in our close-knit NYC team
- Impact at scale: Work that builds the infrastructure to help millions of patients access care
Interview ProcessAt each stage, we decide within 24hrs and update you shortly after:
- First Chat (15 min) [Virtual]: A casual conversation about the role and your experience to see if there's a good initial fit.
- Implementation Case Study (1 hr) [Virtual]: Walk through how you'd run an implementation.
- Experience & Culture (30 min) [Virtual]: Deep dive into work style, culture fit, and previous experience.
- Onsite (Half-day) [In-Person]: Visit our New York office to meet the team, review a real implementation audit, and propose process improvements collaboratively.
If you're ready to build the system that gets every patient the care they need, we'd love to hear from you.
