Implementation Manager /Full-Time | Remote
We are looking for an accomplished, strategic, and consultative Implementation Manager to join us as we scale. This is a hands-on individual contributor role for a self-starter, quick learner, and collaborative operator who can thrive in a fast-paced, high-growth environment and comfortable operating with limited supervision
This role owns the customer journey from implementation through post-go-live, combining implementation leadership, project and program management, technical workflow coordination, and ongoing customer relationship ownership. The ideal candidate brings structure, urgency, strong judgment, polished communication, and a customer-first mindset while remaining comfortable operating in a lean environment where priorities and playbooks continue to evolve.
The Implementation Manager will lead complex healthcare software deployments, serve as a trusted customer advisor, coordinate cross-functional resources, drive adoption and long-term success, and help strengthen the company's implementation and customer success processes as the company scales. The role requires enough technical fluency to work credibly across healthcare workflows, integrations, configuration, Product, and Engineering while keeping customers and internal teams aligned on outcomes.
About the Company
The company provides a platform that helps healthcare facilities share images and documents with legal requestors, patients, providers, and other third parties. We partner with the largest health systems, imaging centers, clinics, and integrate with all PACS, RIS, and EMR platforms. Our technology is also white-labeled and leveraged by some of the biggest names in healthcare technology and is now working with over 2,500 facilities.
Implementation Manager Responsibilities
- Own and manage customer relationships from implementation through post-go-live, serving as the primary point of contact and trusted advisor.
- Lead customer implementations and projects from kickoff through go-live, managing discovery, workflow requirements, configuration, scope, timelines, milestones, deliverables, risks, dependencies, training, and launch readiness.
- Provide program management oversight for complex accounts with multiple projects, products, facilities, or workstreams, ensuring priorities and initiatives remain aligned.
- Coordinate cross-functional teams across Support, Product, Engineering, Sales, Operations, and other internal and external stakeholders to drive accountability and successful outcomes.
- Work credibly across healthcare technology workflows and integrations, including EHR/EMR, PACS, RIS, HL7, APIs, SFTP, and adjacent interoperability needs, bringing in deeper technical resources when appropriate.
- Proactively identify and resolve risks, blockers, and customer concerns while providing clear status updates and executive communication as needed.
- Contribute to implementation and customer success playbooks, process improvements, growth strategy, automation opportunities, and product ideation.
- Attend conferences and travel occasionally (approximately 5%).
Implementation Manager Requirements
- 5+ years of experience in Implementation, Project/Program Management, Account Management, Customer Success, or a similar client-facing role in healthcare or healthcare technology.
- Strong project and program management skills with the ability to manage multiple customers, projects, priorities, dependencies, and workstreams simultaneously.
- Experience personally leading customer implementations or complex projects from kickoff through go-live, with clear ownership of timelines, milestones, risks, stakeholder communication, and outcomes.
- Strong technical aptitude and the ability to learn complex software quickly, understand healthcare workflows and integrations, execute or support configuration work, and communicate credibly with customer IT teams and Engineering.
- Healthcare, health system, or clinic experience preferred; imaging/radiology and familiarity with EHR/EMR, PACS, or RIS environments are a plus.
- Experience building or improving playbooks, processes, reporting, documentation, or other operating structure in a scaling organization is strongly valued.
- Comfortable working across time zones as needed.
Traits that matter here: highly likeable, grit, curiosity, adaptability, integrity, accountability, and a sense of humor.
If you're energized by owning the customer journey, leading complex initiatives, building trusted relationships, and driving customer success in a scaling healthcare technology company, we'd love to connect.
