Client Success & Implementation Manager

Soulside AI

1d

About The Position

Soulside AI is an enterprise AI platform built specifically for behavioral health. We automate clinical documentation, chart audits, and RCM processes so treatment organizations can protect clinician capacity, stay audit-ready, and capture the revenue their care already earns. Our platform cuts documentation time by more than 80%, achieves near-universal voluntary clinician adoption, and solves the hardest problem in behavioral health AI: fully automated group session documentation with individualized notes for every participant.
We serve a growing portfolio of behavioral health organizations across the full continuum of care, from residential and PHP/IOP programs to outpatient, community mental health, substance use, and eating disorder treatment, and we integrate with the EHRs our clients already use. We are growing fast, and the client success function is where our product promises become client reality.
This is a high-ownership role at an early-stage company. You will work directly with the Director of Client Success, with a direct line to engineering, and what you do here becomes the playbook for the CS function as it grows.

Requirements

• 4+ years in healthcare implementation, customer success, EHR support, or clinical operations
• Hands-on experience with a major EHR platform; comfort learning new systems quickly, because how you think matters more than which system you know
• Strong understanding of clinical workflows and the realities of behavioral health or medical practice operations
• Working knowledge of HIPAA
• Experience running trainings and supporting non-technical end users with patience and clarity
• Exceptional written communication: clear, thorough, screenshot-friendly support responses that leave zero ambiguity
• Self-directed and organized: you can run multiple implementations and a ticket queue simultaneously without being managed task by task

Nice To Haves

• Experience at a behavioral health, mental health, SUD, or eating disorder treatment organization (clinical or operational)
• Experience at an early-stage health tech or AI company
• Experience with a ticketing or support platform (Zendesk, Intercom, or similar)

Responsibilities

• Own a book of 6-8 accounts end to end: weekly touchpoints, adoption tracking, renewals readiness, and being the client's first call
• Maintain the single source of truth for what was promised to whom and by when, across clients and internal teams
• Draft and send client communications, escalating strategic or sensitive threads to the Director
• Run implementation logistics for new client launches: kickoff scheduling, workflow mapping, template intake, hardware surveys and deployment, and go-live coordination
• Deliver training to clinicians, supervisors, and admin staff, and drive adoption from first login through steady-state usage
• Track each launch against clear milestones so go-lives are measured, not assumed
• Own first-line triage of client-reported issues in our ticketing system: reproduce, document with screenshots and steps, prioritize, and route to engineering with clear context and target dates
• Follow every escalation to closure and communicate status back to clients proactively
• Identify recurring issues and turn them into process fixes, documentation, or product feedback rather than repeat tickets
• Own recurring client deliverables (e.g., weekly schedule uploads and data hygiene tasks)
• Build and maintain SOPs, training materials, knowledge base articles, and quick-reference guides
• Keep account status current so anyone in the company can see where every client stands in ninety seconds

Benefits

• Competitive base salary plus early-stage equity
• Health benefits
• The chance to build the client success function at a company defining a new category in behavioral health AI

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed