Client Success Manager – Implementation

This is a fully remote position, open to applicants in United States.

📋 Description

• Manage a portfolio of 6–8 accounts from start to finish, which includes weekly check-ins, tracking adoption, ensuring readiness for renewals, and being the primary contact for clients.

• Serve as the definitive source of information for commitments across both clients and internal teams.

• Compose and dispatch communications to clients, escalating strategic or sensitive discussions to the Director as necessary.

• Oversee the logistics of client implementation, which encompasses scheduling kickoff meetings, mapping out workflows, collecting template information, conducting hardware surveys and deployments, and coordinating go-live events.

• Provide training sessions for clinicians, supervisors, and administrative personnel.

• Promote user adoption from the initial login and throughout ongoing usage.

• Monitor each launch against established milestones.

• Be responsible for the initial triage of client-reported issues in the ticketing system by replicating, documenting, prioritizing, and directing issues to the engineering team.

• Manage escalations until resolution and proactively keep clients informed of status updates.

• Recognize recurring issues and transform them into procedural improvements, documentation, or product feedback.

• Handle regular client deliverables such as weekly schedule updates and data maintenance tasks.

• Develop and sustain standard operating procedures (SOPs), training resources, knowledge base articles, and quick-reference guides.

• Maintain up-to-date account status for visibility across the organization.

⛳️ Requirements

• Minimum of 4 years of experience in healthcare implementation, customer success, EHR support, or clinical operations.

• Direct experience with a major EHR platform; ability to learn new systems rapidly.

• Strong grasp of clinical workflows and the practical aspects of behavioral health or medical practice operations.

• Familiarity with HIPAA regulations.

• Experience in conducting training sessions and assisting non-technical end users with patience and clarity.

• Outstanding written communication skills: providing clear, comprehensive, and visual support responses that eliminate any ambiguity.

• Self-motivated and well-organized: capable of managing multiple implementations and a ticket queue simultaneously without needing task-by-task oversight.

• Experience in a behavioral health, mental health, substance use disorder (SUD), or eating disorder treatment organization (preferred).

• Background in an early-stage health tech or AI company (preferred).

• Familiarity with a ticketing or support platform such as Zendesk or Intercom (preferred).

• Must be authorized to work in the United States and reside in the US.

🏝️ Benefits

• Competitive base salary along with early-stage equity options.

• Comprehensive health benefits.

• Opportunity to establish the client success function at a company pioneering a new category in behavioral health AI.