Manager, Customer Deployment

Brellium • New York, NY

1d • $180,000 - $205,000 • Hybrid

About The Position

Brellium's mission is a big one – to improve the standard of care across the US healthcare system. We’ve built AI-powered technology that helps healthcare providers deliver safer, higher-quality care - starting with the first real-time medical review platform built to fix clinical and compliance risks before they impact patients.

Each year, 1 in 20 people in the U.S. experiences a medical diagnostic or compliance-related mistake. Most providers lack the time, staffing, and tools to mitigate these issues - so they go unnoticed, impacting care quality and increasing clinical and financial risk.

Brellium is building the AI-powered platform that helps providers deliver safer, more consistent care by mitigating risk early and aligning patient visits with clinical best practices. Our goal is to give every provider in the U.S. the tools to deliver clinically excellent, data-driven care - at scale.

Brellium was founded in 2021. Since then, we’ve grown to serve over 250,000 providers across all 50 states who use Brellium to take better care of their patients and ensure data-driven, compliant care. We’re a Series A company with over $30MM in funding from First Round Capital, Left Lane Capital, and Menlo Ventures.

The Role
We're looking for a Manager, Customer Deployment to own the day-to-day operations of Brellium's Implementation team while partnering closely with the VP of Customer Success to shape and execute the team's strategic vision. This is a full people management role—you will not carry your own book of implementations—but you'll stay close to the work through team coaching, strategic customer escalations, and a deep understanding of what best-in-class technology & services deployment looks like in our space.
You'll inherit a team of 4 Implementation Managers today, with plans to grow to ~9 by year-end. A key part of your mandate will be identifying and developing the next team lead from within—someone who can step in to manage day-to-day and eventually take on junior IM development as the team scales.

Requirements

• 5–8+ years in implementation, solutions engineering, technical customer success, or professional services at a SaaS company or consulting firm
• 2+ years of direct people management experience, including hiring, performance management, and team development
• Proven track record of building or scaling implementation operations in a high-growth environment, ideally at a company going through meaningful ARR or headcount growth
• Experience supporting a range of customer segments (SMB through Enterprise), with direct exposure to enterprise project management, stakeholder communication, and executive-level engagement
• Feedback culture practitioner: you give direct, kind, high-quality feedback habitually—and you can build that norm on a team that already holds itself to a high standard
• Operational rigor: you build systems, not just processes; you document, measure, and iterate
• Technical fluency: you don't need to write code, but you need to understand what engineers are doing, speak credibly about technical constraints, and know how to reduce unnecessary eng dependencies in an implementation workflow
• Strong written communication: you can write a crisp escalation summary and a detailed onboarding playbook with equal care
• Comfortable in ambiguity and low process maturity—you see the blank canvas as an opportunity and know how to prioritize ruthlessly when everything feels urgent
• Coaching instinct: you can identify what an IM needs to grow—whether that's skill development, confidence, or a harder conversation—and you know how to deliver it
• You hold yourself and your team to a high bar, and you do it in a way that brings people along
• You're energized by building—team culture, process infrastructure, documentation, and capability
• Low ego: you're a strategic partner to the VP, not a solo operator; your success is measured by the team's performance, not your individual output
• You're an advocate for both customers and your team—and you know when to prioritize which

Nice To Haves

• Background in or strong familiarity with healthcare, care delivery, or compliance-sensitive industries is a strong plus—ABA, Behavioral Health, or Hospice experience is especially relevant

Responsibilities

• Directly manage a team of 6 Implementation Managers, growing to up to 9 by end of year
• Identify and intentionally develop the next team lead within the IM org—someone who can take on day-to-day responsibilities and begin managing junior IMs as the team scales
• Build a high-feedback, high-growth team culture—you give direct, thoughtful feedback routinely and coach others to do the same; this team has a high bar for excellence and the person in this role must raise it, not just meet it
• Partner with the VP on hiring: from building the profile to interviewing to onboarding, you'll help maintain the quality bar for who joins the team
• Conduct structured 1:1s and development plans that help each IM grow meaningfully, with clear expectations and accountability
• Lead the development of all implementation playbooks, including new processes and change management, as well how we onboard new employees
• Own the day-to-day health of the implementation pipeline: project timelines, customer milestones, team capacity, and escalations
• Drive meaningful reduction in implementation cycle times, and drive continuous improvement of how we measure and define KPIs in a way that delivers more optimized outcomes for our customers
• Build and maintain the operational infrastructure, including but not limited to: HubSpot dashboards, external-facing project management frameworks, customer-facing training and support documentation, and a comprehensive onboarding model that goes well beyond initial deployment
• Establish and track team KPIs, surfacing insights and blockers to the VP on a regular cadence
• Be the VP's operational partner: you won't own strategy end to end, but your proximity to the team and customers should actively shape it—and you'll be the key player in making it real
• Lead the rollout of strategic initiatives across the team—new tooling, process changes, structural shifts—ensuring buy-in, clear communication, and follow-through
• Serve as a key stakeholder in the development of Cortex, Brellium's internal product being built to expand IM capabilities; you'll translate team needs into product feedback and ensure adoption as it rolls out
• Serve as the primary operational liaison between Implementation, Engineering, and Product—managing workflow, prioritization conversations, and reducing IM dependency on eng resources over time
• Partner with Sales to close pre-sales to strengthen Sales to IM handoff in order to optimize the customer experience during implementation
• Work with the CSM team to improve the handoff experience post-implemenation; you'll help design a more coherent, trust-building transition that makes the customer journey feel intentional
• Step in on strategic customer escalations where bringing in a more senior resource or coaching an IM through a difficult situation is the right call

Benefits

• 401(k) Retirement Savings Plan
• Equity Compensation
• Dinner Provided via DoorDash & stocked kitchen for NY employees
• Medical, Dental, and Vision coverage coverage of up to 100% premiums for you and your family
• HSA / FSA
• 11 paid holidays each year
• Unlimited PTO
• Training and professional development
• Hybrid Work Schedule (4 days onsite, 3 if located > 1 hour away)

What This Job Offers

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