Customer Implementation Manager

Healthie•New York, NY

6h•$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 and manages relationships with our largest digital healthcare customers, driving adoption, ensuring long-term satisfaction, and enabling scalable, successful customer outcomes. As the primary point of contact during implementation, you will directly manage customer implementations and act as a trusted advisor, helping customers achieve their business goals and maximize the value of Healthie’s platform. You’ll oversee account health throughout onboarding, support customers in meeting target go-live dates, provide tailored product guidance, bring clarity to evolving requirements, manage implementation transitions, and proactively identify and mitigate risks to ensure a seamless experience. You’ll also collaborate closely with Solutions Engineering, Customer Success, Product, Sales, and Support to resolve challenges, help define paths forward when process or ownership is unclear, and contribute to improving the customer journey as the organization scales. This role is ideal for someone who enjoys staying close to customers while also creating structure, documentation, and momentum in ambiguous or evolving environments.

Requirements

You have 4+ years of experience in customer implementation, customer operations, program management, or customer success operations, with a proven track record of managing customer projects focused on outcomes and driving value.
You have experience in digital healthcare services or a regulated SaaS environment, with familiarity in healthcare workflows, digital health solutions, and compliance considerations (e.g., HIPAA), and can translate complex requirements into clear next steps, practical plans, and shared understanding across teams.
You bring experience across the SaaS customer lifecycle, with a strong understanding of onboarding, implementation, adoption, and cross-functional handoffs, and have partnered closely with Implementation, Customer Success, Product, and Support teams to bring alignment where roles or processes may still be evolving.
You are an excellent communicator and collaborator who leads through influence and can simplify complex topics for diverse stakeholders, including senior customer leaders.
You thrive in fast-paced, ambiguous environments and bring a strong bias toward execution, continuous improvement, and data-informed decision-making.
You are comfortable taking ownership, asking hard questions, and helping establish clarity and accountability in environments where processes are still taking shape.
You are passionate about healthcare and committed to improving patient outcomes and experiences.
You embody Healthie’s core values (Respect, Reliability, Resilience), showing ownership, follow-through, and calm leadership in high-stakes customer moments.