Implementation & Customer Success Manager (AI & Innovations)

Advarra

1d•$90,000 - $165,000•Remote

About The Position

The Implementation & Customer Success Manager leads post-sales onboarding and customer engagement for Advarra’s Study Design products and services. The role ensures smooth activation, supports customers’ readiness for data and platform capabilities, and drives early value realization. It requires a strong understanding of protocol design concepts, analytics and AI practices, and familiarity with data platforms such as Databricks. This position also manages key customer engagements, supports strategic partnerships related to AI powered products, and oversees operational routines for Advarra’s Thought Leadership Council. The role works closely with Operations, Product, Clinical Science, Product Leadership, and Commercial teams to ensure consistent, high-quality delivery. This position plays a critical role in ensuring commercial commitments translate into clear, executable delivery plans and predictable client outcomes.

Requirements

Bachelor’s degree in Healthcare Administration, Public Health, Business Administration or equivalent relevant work experience.
8+ years’ experience post-sales onboarding and customer engagement or related field
5+ years’ experience in strategy consulting, clinical development and analytics, customer engagement, or related engagement management roles.
Demonstrated expertise of clinical trial design, feasibility drivers, and protocol complexity.
Professional experience with analytics, AI concepts, and modern data platforms such as Databricks.
Proven, demonstrated success managing complex customer and partner engagements collaborating across operational, technical, clinical, and commercial functions.

Nice To Haves

Master’s degree in Healthcare Administration, Public Health, Business Administration or related field.
Experience implementing clinical or analytics software or AI enabled solutions.
Experience with strategic partnerships, advisory boards, or thought leadership groups.
Strong communication, facilitation, and executive engagement skills.
Knowledge of feasibility datasets, protocol workflows, or operational benchmarks.
Background in customer success, services delivery, or SaaS onboarding.

Responsibilities

Partner with commercial, Clinical Science, Ops and Product Teams to translate sold proposals into clearly defined scope of work, delivery approach, assumptions, dependencies and documented deliverables.
Validate feasibility of timelines, data inputs, and analytics prior to executive.
Lead end to end customer onboarding including implementation planning, configuration, data readiness, setup, and product adoption.
Serve as the primary contact during activation and guide customers on workflow integration and use of Study Design solutions.
Manage multi-workstream customer projects by developing and maintaining detailed project plans, milestones, dependencies and risk across cross functional teams.
Drive data onboarding and validation of workflows and support customers in enabling platform capabilities, including Databricks based processes.
Establish delivery of governance, progress tracking, and escalation paths to ensure predictable execution.
Serve as the primary owner of scope integrity by managing client expectations, evaluating change requests, and aligning any scope modifications with commercial and internal delivery teams to prevent delivery risk and scope creep.
Support commercial engagement by maintaining strong handoff routines, aligning implementation plans to business objectives, and providing value evidence that supports renewal and expansion.
Manage strategic partnership engagement for AI powered services and products by coordinating onboarding, integration activities, shared deliverables, and communication rhythms.
Support late-stage sales, renewals, and expansions by advising on delivery approach, timelines, data requirements and feasibility of proposed Study Design Insights.
Oversee operational construct for Advarra’s Thought Leadership Council, including agenda planning, content coordination, member engagement, and follow up actions.
Ensure council outputs inform product strategy and contribute to Advarra’s industry leadership.
Act as a cross-functional connector by surfacing customer and partner insights and helping teams refine delivery processes and engagement models