Customer Implementation Manager

Healthie•New York, NY

3d•$105,000 - $150,000•Hybrid

About The Position

Healthie is seeking a strategic, hands-on Customer Implementation Manager (CIM) to join our Enterprise Customer Management organization. This role leads implementations for some of our largest digital healthcare customers, driving successful onboarding, product adoption, and long-term customer value. As the primary point of contact during implementation, you will serve as a trusted advisor and advocate for customers throughout the implementation lifecycle, guiding them through onboarding and go-live to help them achieve their business objectives. You will own implementation health and progress, coordinate cross-functional teams, manage evolving requirements, mitigate risks, and ensure customers remain aligned with key milestones and timelines. You will collaborate closely with Customer Success, Product, Sales, Support, and Solutions Engineering to resolve challenges, improve processes, and help scale a seamless customer experience across the organization. This role requires balancing customer relationship management with operational execution, bringing structure and clarity in fast-moving or ambiguous environments.

Requirements

4+ years of experience in customer implementation, customer operations, program management, or customer success operations.
Proven track record of managing customer projects focused on outcomes and driving value.
Experience in digital healthcare services or a regulated SaaS environment.
Familiarity in healthcare workflows, digital health solutions, and compliance considerations (e.g., HIPAA).
Strong ability to translate complex business and technical requirements into actionable plans.
Ability to drive clear communication and align execution across teams.
Deep understanding of the SaaS customer lifecycle, including onboarding, implementation, adoption, and cross-functional handoffs.
Experience partnering cross-functionally with Customer Success, Engineering, Product, Sales, and Support teams.
Excellent communicator and collaborator who leads through influence.
Ability to engage technical, operational, and executive audiences.
Thrive in fast-paced, ambiguous environments.
Strong bias toward execution, continuous improvement, and data-informed decision-making.
Comfortable taking ownership, asking hard questions, and solving problems proactively.
Ability to help establish clarity and accountability in environments where processes are still being defined.
Passionate about healthcare and committed to improving patient outcomes and experiences.
Embody Healthie’s core values (Respect, Reliability, Resilience), showing ownership, follow-through, and calm leadership in high-stakes customer moments.
U.S. work authorization is required.

Nice To Haves

Experience helping define or evolve implementation processes, templates, or handoffs in a growing SaaS organization.

Responsibilities

Lead implementations for large digital healthcare customers.
Drive successful onboarding, product adoption, and long-term customer value.
Serve as the primary point of contact and trusted advisor during the implementation lifecycle.
Guide customers through onboarding and go-live to achieve their business objectives.
Own implementation health and progress.
Coordinate cross-functional teams.
Manage evolving requirements.
Mitigate risks.
Ensure customers remain aligned with key milestones and timelines.
Collaborate with Customer Success, Product, Sales, Support, and Solutions Engineering to resolve challenges and improve processes.
Help scale a seamless customer experience across the organization.
Balance customer relationship management with operational execution.
Bring structure and clarity in fast-moving or ambiguous environments.