Manager of Customer Implementations

About the role

The Customer Implementation Manager is responsible for leading the implementation experience for all customer implementations. This role oversees the implementation and technical configuration teams ensuring consistent, high-quality delivery that drives rapid customer adoption and optimal time-to-value.

The Customer Implementation Manager is accountable for execution against key operational metrics, including new revenue turn-up velocity, customer time-to-live and time-to-value, customer satisfaction, and team efficiency. This leader will drive continuous process improvement, automation, and scalability across the implementation lifecycle to support increasing customer volume while maintaining service quality.

Success in this role is measured by the ability to deliver predictable, efficient implementations, achieve CSAT targets, and accelerate customer activation and revenue realization.

What You'll Do

Key Responsibilities (Duties are illustrative and not inclusive and may vary.)

Team Leadership & Execution

• Lead, coach, and develop a team of implementation specialists and technical professionals, fostering a high-performance, accountable culture.
• Establish clear roles, responsibilities, and capacity models across implementation functions.
• Actively drive team performance to achieve (or exceed) defined KPIs and provide ongoing feedback, coaching, and performance management.
• Ensure consistent execution of onboarding processes, from project kickoff through go-live and transition to Customer Success.
• Build and foster a team culture that encourages and rewards driving increased momentum, creative problem solving and an overall bias towards action.

Implementation Delivery & Operational Excellence

• Own the end-to-end implementation lifecycle, ensuring projects are delivered on time, within scope, and with high quality.
• Drive achievement of team goals, including:
• • Target new revenue activation.
  • Target % of implementations completed within 30 days.
  • Target % of implementations achieving target CSAT.
• Implement standardized project management methodologies, tools, and reporting (e.g., Smartsheets, Asana or equivalent).
• Ensure accurate forecasting of go-live dates to support revenue recognition and financial planning.

Process Improvement & Automation

• Identify bottlenecks and inefficiencies across the customer onboarding lifecycle and implement scalable solutions.
• Lead initiatives to reduce time-to-value through process optimization, automation, and improved customer engagement models.
• Partner with Product and Engineering to influence feature development that improves onboarding efficiency and customer experience.
• Continuously refine onboarding playbooks, delivery methods, and customer engagement strategies.

Customer Experience & Outcomes

• Ensure consistent, high-quality customer onboarding experience aligned with customer expectations and business outcomes.
• Monitor customer feedback and CSAT data to identify trends and implement corrective actions.
• Act as an escalation point for customer escalations and complex or at-risk implementations.
• Ensure customers are fully enabled and prepared for go-live, including completion of training, workflow validation, and system readiness.

Cross-Functional Collaboration

• Partner with Sales to ensure smooth handoff and alignment of customer expectations and scope.
• Collaborate with Customer Success to ensure a seamless transition post-go-live and alignment of adoption goals.
• Work closely with Support and Engineering to resolve implementation-related issues and improve product usability.
• Provide regular reporting and insights to leadership on implementation performance, risks, and opportunities.

Reporting & Analytics

• Track and report on key implementation metrics, including cycle time, CSAT, resource utilization, and forecast accuracy.
• Use data-driven insights to inform staff, process improvements, and strategic decisions.
• Maintain visibility into project health, risks, and delivery timelines across the portfolio.

Qualifications

Education and Experience

• Bachelor’s degree in Business, Healthcare Administration, Information Systems, or related field required.
• 3–5+ years of experience managing Implementation, Onboarding, or Professional Services teams within a SaaS or technical services B2B environment.
• 3-5+ years of hands-on progressive experience in an Implementation/Onboarding role within a SaaS B2B environment.
• Experience in healthcare technology is strongly preferred.
• Proven track record of delivering SaaS B2B implementations at scale while improving efficiency and customer satisfaction.
• Experience with project management tools (e.g., Smartsheets, Monday, Asana), CRM platforms (e.g., Salesforce, HubSpot), and customer engagement tools.
• Strong analytical and problem-solving skills with a data-driven approach to decision-making.
• Demonstrated ability to lead process improvement and automation initiatives.

Success Metrics

• New Revenue Turn-up: Customer implementation revenue vs. target.
• Speed to Value: % of implementations completed within target interval.
• Implementation CSAT: % of implementations achieve CSAT x%.
• Forecast Accuracy: Accurate and reliable go-live forecasting.
• Operational Efficiency: Measurable reduction in implementation cycle time and resource waste.
• Scalability: Ability to support increased implementation volume without degradation in quality.

Core Competencies

• Operational leadership and team development
• Process design and continuous improvement
• Data-driven decision making
• Customer-centric mindset
• Cross-functional collaboration
• Change management and adaptability