Customer Implementation Manager

About the Role

Healthie is seeking a strategic, hands-on Customer Implementation Manager (CIM) to join our Enterprise Customer Management organization. This role leads implementations for some of our largest digital healthcare customers, driving successful onboarding, product adoption, and long-term customer value.

As the primary point of contact during implementation, you will serve as a trusted advisor and advocate for customers throughout the implementation lifecycle, guiding them through onboarding and go-live to help them achieve their business objectives. You will own implementation health and progress, coordinate cross-functional teams, manage evolving requirements, mitigate risks, and ensure customers remain aligned with key milestones and timelines. You will collaborate closely with Customer Success, Product, Sales, Support, and Solutions Engineering to resolve challenges, improve processes, and help scale a seamless customer experience across the organization.

This role requires balancing customer relationship management with operational execution, bringing structure and clarity in fast-moving or ambiguous environments.

About You

• You have 4+ years of experience in customer implementation, customer operations, program management, or customer success operations, with a proven track record of managing customer projects focused on outcomes and driving value.
• You have experience in digital healthcare services or a regulated SaaS environment, with familiarity in healthcare workflows, digital health solutions, and compliance considerations (e.g., HIPAA).
• You have a strong ability to translate complex business and technical requirements into actionable plans, drive clear communication, and align execution across teams.
• You have a deep understanding of the SaaS customer lifecycle, including onboarding, implementation, adoption, and cross-functional handoffs.
• You have experience partnering cross-functionally with Customer Success, Engineering, Product, Sales, and Support teams to drive alignment and execution where roles or processes may still be evolving.
• You are an excellent communicator and collaborator who leads through influence and can engage technical, operational, and executive audiences.
• You thrive in fast-paced, ambiguous environments and bring a strong bias toward execution, continuous improvement, and data-informed decision-making.
• You are comfortable taking ownership, asking hard questions, solving problems proactively, and helping establish clarity and accountability in environments where processes are still being defined.
• You are passionate about healthcare and committed to improving patient outcomes and experiences.
• You embody Healthie’s core values (Respect, Reliability, Resilience), showing ownership, follow-through, and calm leadership in high-stakes customer moments.
• Bonus points if you have experience helping define or evolve implementation processes, templates, or handoffs in a growing SaaS organization.