Implementation Manager

9amHealth

1d•Hybrid

About The Position

We're looking for an Implementation Manager to own the end-to-end onboarding and ongoing configuration experience for our employer and partner clients. You'll be the operational backbone of our customer launch process managing timelines, coordinating across internal teams, and handling the technical setup that gets clients live and keeps them running smoothly. This role sits within the Customer Success team and reports to the Senior Director of Customer Success. This is the right role for someone who is equally comfortable building a project plan, troubleshooting a data feed, and presenting a launch readiness update to a benefits team. You'll be hands-on and highly organized, with a strong instinct for anticipating problems before clients do.

Requirements

5+ years of experience in implementation, customer onboarding, project management, or a related role; digital health or SaaS experience preferred
Demonstrated ability to manage multiple complex implementations simultaneously without dropping the ball
Comfortable with technical concepts and hold your own in conversations about data formats, file transfers, SSO, and API integrations
Experience working with benefits administration systems, or employer group data is a strong plus
Highly organized with excellent project management instincts; familiarity with tools like Asana, Slack, Confluence, and Jira
Strong communicator who can translate technical details for non-technical clients and business context for internal teams
A proactive problem-solver who finds issues before clients do and owns them through resolution
Experience in B2B2C or employer-facing environments is a plus

Responsibilities

Own the full implementation lifecycle for new employer and partner accounts from contract signature through go-live and into ongoing configuration support
Build and manage detailed project plans with clear milestones, owners, and timelines; keep internal and client stakeholders aligned throughout
Lead client-facing kickoff calls and working sessions, serving as the primary point of contact during implementation
Coordinate across Sales, Partnerships, Product, Clinical, and Operations to ensure seamless handoffs and on-time launches
Configure and manage technical setup including HRIS connections, SSO integrations, data feeds, and eligibility file processing
Troubleshoot integration issues and escalate appropriately, partnering with Product and Engineering when needed
Develop and refine implementation playbooks, templates, and processes that scale as the business grows
Track implementation KPIs including time-to-launch, issue resolution time, and launch quality; surface trends to drive continuous improvement
Maintain clean documentation in CRM and project management tools throughout the client lifecycle
Support the Customer Success team post-launch with configuration changes, re-implementations, and expansion onboarding