About the Role
This is an end-to-end implementation role at a fast-moving AI healthcare technology company that automates patient communication workflows for large healthcare organizations. You will own a panel of three to five customer deployments simultaneously, from kickoff through go-live, serving as the primary non-technical point of contact while partnering closely with a forward deployed engineer who handles the technical execution side. As one of the first hires in this function, you will also build and refine the implementation playbook from scratch, making this a genuinely foundational opportunity at a small, well-funded team that is growing quickly.
The ideal candidate brings two to five years of experience running complex software implementations, customer onboarding, or project management, ideally inside a B2B SaaS or high-growth tech environment. You are high-agency, detail-obsessed, and comfortable managing multiple stakeholders across large organizations with many decision-makers. You do not need to write code, but you should understand what an API is, have a working sense of how large language models function, and be able to speak credibly about technical products in client-facing conversations.
Key Responsibilities
1. Lead a panel of three to five customer implementations concurrently from kickoff through go live
2. Own project plans, timelines, and financial outcomes for each deployment
3. Manage complex stakeholder relationships across large healthcare organizations with multiple decision-makers
4. Run kickoff calls, weekly syncs, and ongoing stakeholder check-ins as the customer's primary non-technical contact
5. Partner with a forward-deployed engineer in a two-person dyad, owning the project management and relationship side while they own technical execution
6. Build and continuously refine the implementation playbook as one of the first people in this function
7. Identify and escalate risks early, holding internal and external teams accountable to deadlines
8. Translate customer feedback and deployment learnings into process improvements that scale across future engagements
Required Skills & Experience- 2 to 5 years of experience in complex software implementation, customer onboarding, or project management at a B2B SaaS or tech company
- Demonstrated track record managing multi-workstream project plans, wrangling cross functional resources, and holding deadlines
- Strong stakeholder management skills with experience navigating large organizations that have multiple decision-makers
- Semi-technical fluency: comfortable discussing APIs, large language models at a conceptual level, and AI-powered products
- Exceptional written and verbal communication skills
- High agency and comfort operating in ambiguous, fast-moving environments
- Must be based in or willing to relocate to New York City for five days per week in the office (relocation support is available)
Preferred Skills- Background in management consulting, chief of staff roles, or deployment-focused positions at high-growth startups
- Familiarity with IVR or telephony systems, CRM tooling, or AI voice agent products
- Experience working inside or alongside healthcare organizations
- Exposure to building or iterating on implementation or onboarding playbooks from scratch