Implementation Manager

Flossy

12d

About The Position

Flossy is seeking a highly technical, customer-focused Implementation Manager to lead customer deployments of its AI agents, which perform front-office work for multi-location businesses. Each practice has distinct scheduling rules, insurance policies, call-handling preferences, and patient workflows, so the role requires understanding those operations and translating them into reliable agent configurations. The Implementation Manager owns the technical side of deployments from kick-off through integration, configuration, quality assurance, training, and go-live, with support and troubleshooting after launch. The role works directly with customers and practice teams, while Customer Success owns the broader customer relationship, including ongoing communications, business reviews, renewals, and expansion. The manager also tracks launch and agent performance, diagnoses issues on live accounts, and works with Product and Engineering to improve the product and implementation process. As an early member of the team, the Implementation Manager will build templates, playbooks, tooling, and processes to make implementations faster and more scalable. The position offers autonomy, direct customer access, and the opportunity to shape how Flossy deploys AI agents as it grows.

Requirements

At least 3 years of relevant experience in implementation, onboarding, solutions engineering, or technical customer success at a B2B SaaS company.
A track record of getting software live for customers and delivering measurable results.
Strong technical acumen, including comfort with integrations, APIs, and systems data, and the ability to troubleshoot issues.
Sound judgment in identifying customer needs, distinguishing important requirements from edge cases, and making thoughtful tradeoffs.
Hands-on, organized approach and ability to manage multiple launches on tight timelines.
Excellent communication skills and ability to work closely with practice owners, front-office teams, and engineers.
Comfort working in ambiguous, fast-moving environments where priorities evolve.

Nice To Haves

Experience implementing AI-native products, particularly conversational AI, voice agents, or workflow automation.
Familiarity with practice management systems.
Experience rolling out software across multi-location groups or franchises.
Previous experience as an early employee at a high-growth startup.
Experience in dental, healthcare, or other industries with complex operational workflows.

Responsibilities

Own implementation end to end, from kick-off through integration, configuration, QA, Flossy HQ training, and supported go-live.
Work directly with customers and practice teams to understand their operations, workflows, and technical needs.
Integrate AI agents with practice management systems, phone systems, and real-time scheduling data.
Translate scheduling rules, practice policies, and call-handling preferences into clear, reliable agent configurations; decide when to customize versus standardize.
Run multi-location rollouts, scaling successful pilots into organization-wide deployments.
QA each build end to end, identify issues before go-live, and set pilots up to meet success criteria.
Support customers through training and go-live, serve as their technical point of contact after launch, and troubleshoot live-account issues in partnership with Customer Success.
Track go-live timelines, launch quality, and agent performance to assess results and improve outcomes.
Build templates, playbooks, tooling, and processes to make implementations faster and more scalable.
Bring insights from implementation and live-account issues back to Product and Engineering.