Implementation Supervisor, Customer Success

Hearst • San Francisco, CA

5h

About The Position

The Customer Success Implementation Supervisor supports the day-to-day
operations of the FDB Customer Success Consultant team. This role ensures
implementation work is assigned, prioritized, and completed in a timely manner,
while driving team efficiency, training, and continuous improvement. The
Supervisor and team are expected to support the onboarding of a wide range of
customer types across multiple markets, including new and evolving FDB products
where implementation steps may not yet be fully defined.

Requirements

• Experience in Customer Success, Implementation, or Professional Services.
• Comfort operating in environments where processes are still being defined or evolving.
• Ability to balance hands-on implementation work with supervisory responsibilities.
• Strong understanding of implementation workflows and case management tools.
• Demonstrated problem-solving skills and operational judgment.
• Strong communication, organization, and prioritization abilities.

Nice To Haves

• Experience onboarding customers across multiple products, markets, or customer segments.
• Familiarity with healthcare technology, data-driven products, or emerging product offerings.

Responsibilities

• Manage an individual implementation case load while supporting overall team execution.
• Oversee daily implementation activities, including case intake, assignment, prioritization, and progress tracking.
• Monitor team capacity and workloads to ensure implementation timelines and customer commitments are met.
• Serve as an escalation point for implementation issues and help remove blockers.
• Support the onboarding of customers across different markets, products, and use cases.
• Lead through ambiguity by helping define, test, and refine implementation steps for new or evolving products.
• Identify opportunities to improve team efficiency, consistency, and case management practices as offerings scale.
• Partner with leadership and cross-functional teams to translate new product capabilities into repeatable implementation approaches.
• Identify training and enablement needs related to new products, markets, and customer segments.
• Provide day-to-day guidance, coaching, and feedback through case reviews and best-practice sharing.
• Share regular updates on team performance, risks, and improvement initiatives.

Benefits

• medical
• dental
• vision
• long term disability
• life insurance
• matching 401k
• paid holidays
• paid time off
• employee assistance program

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed