Implementation Manager

Counterpart Health

2d•$96,200 - $125,000•Remote

About The Position

Counterpart Health is transforming healthcare and improving patient care with its innovative primary care tool, Counterpart Assistant. This role will lead the customer-facing work of bringing new provider practices and TINs from late-stage prospects through successful launch on Counterpart Assistant. The Implementation Manager will partner closely with account management to hand off new customers, own the customer relationship through implementation, and drive each launch to completion on time and at quality. This role requires independent leadership of multiple concurrent implementations and the cross-functional work that makes each launch happen. The Implementation Manager will partner with account management, support, product, and engineering internally, and with providers, office managers, and clinical leads on the customer side, driving accountability across every stakeholder and delivering results through influence. Beyond running individual launches, the role will help shape the implementation playbook itself by identifying bottlenecks, proposing changes, and driving improvements that reduce time-to-launch and lift customer satisfaction. Strong project management fundamentals, clear customer communication, working knowledge of clinical data, and technical fluency are essential for keeping complex, multi-stakeholder launches on track.

Requirements

5-8 years of experience leading technical product implementations in a customer-facing role, with a strong track record of on-time, high-quality launches — and of running multiple implementations in parallel.
2+ years of experience in healthcare technology implementations working with provider practices, ideally including EHR standard integrations.
Exceptional customer-facing skills — you build trust quickly with providers, office managers, and clinical leads, communicate clearly under pressure, and manage escalations calmly and directly.
Expert in project management: you set the plan, track it, and drive accountability across internal and customer teams that don’t report to you.
Strong technical judgment and are comfortable diagnosing potential integration issues and scope creep of the overall project.
Strong communicator, clearly documenting project status and potential risks internally and externally.
Motivated by process improvement: you notice friction in the way work gets done, propose better approaches, and drive them to adoption without needing a mandate.
Lead through influence, not authority: you know how to align stakeholders, resolve conflict, and hold the room accountable to outcomes.

Responsibilities

Own the customer relationship through implementation: you are the primary point of contact for the customer's technical implementation from project kickoff to post go live steady state.
Lead end-to-end project plans for multiple concurrent, multi-step implementations, keeping internal and customer teams aligned on scope, timeline, and status.
Partner cross-functionally with account management, support, product, and engineering to unblock issues, coordinate handoffs, and keep implementations moving on schedule.
Own the outcomes of each implementation: surface risks early, drive resolution across teams, and hold each launch accountable to its target date and quality bar.
Apply technical judgment to monitor and address potential integration issues that arise during implementations, working alongside product and engineering to ensure a successful integration and product launch.
Drive continuous improvement of the implementation process: define and refine the playbook, tooling, and templates that reduce time-to-launch and raise the quality bar for every customer experience.
Represent the customer's voice internally — capture feedback and pain points from implementations and channel them to product, engineering, and support to improve future launches.