Implementation Manager

The Implementation Manager reporting to the Manager, Implementation, will be responsible for managing a world class customer onboarding process. This includes managing the transition from sales all the way to the transition to customer success. This role requires a detail-oriented project manager who can serve as a consultant for our customers to maximize their program with Spring Health. The ideal candidate should be adept at navigating both internal and external teams, acting as a bridge between stakeholders to ensure seamless communication and resolution of complex issues. They must be comfortable identifying and proposing solutions in environments with incomplete or evolving information, demonstrating a creative and solution-oriented mindset.

We are an award-winning, passionate, and mission-driven team with the support of leaders in psychiatry, and backed by prominent VCs including Rethink, Work-Bench, RRE, and General Catalyst.

What you’ll be doing: 

• Leading the project management of our customer implementations.
• Serving as the main point of contact for our customers during implementation and building strong relationships with them.
• Ensuring all customer requirements and expectations are defined, aligned on internally and externally, and delivered upon go-live.
• Serving as the main point of contact for customers’ non-standard requirements (intaking requirements, aligning resources, maturing into repeatable processes).
• Managing project plans for internal and external stakeholders and providing timely updates both internally and externally.
• Identifying and assessing customer onboarding risks and proactively reporting to internal leadership.
• Collaborating cross-functionally to design and implement scalable, automated improvements to the implementation process.
• Serving as team and cross-functional expert/SME for the implementation process.
• Supporting our sales teams to ensure our prospects are knowledgeable and excited about the implementation process.

What success looks like in this role: 

• Customers launch on-time
• Time to first value for our customers is as short as possible
• Seamless alignment between project team and internal operations stakeholders
• High customer satisfaction (Implementation CSAT)
• Issues and risks identified and remediated in a timely manner
• Completion of key initiatives directly related to department scalability

What we expect from you: 

• Bachelor’s degree or higher preferred.
• 3+ years of implementation, customer success, account management, client services, and/or client operations.
• HealthTech, employee benefits, or similar industry experience preferred.
• Experience creating cross-functional PRD, SOP, or Playbooks.
• Advanced experience with Customer Relationship Management Software and Project Management tools (e.g., Salesforce, Smartsheet).
• Effective listener with a creative approach to problem-solving to ensure root issues are addressed strategically.
• High integrity, organizational skills, attention to detail, humility, resourcefulness, ambition, professionalism, and a proactive approach.
• A deep passion to transform the U.S. healthcare system, especially mental health.
• Willing and able to travel as necessary (approx. 10%).

The target base salary range for this position is $86,000 - $106,250, and is part of a competitive total rewards package including stock options and benefits. Individual pay may vary from the target range and is determined by a number of factors including experience, location, internal pay equity, and other relevant business considerations. We review all employee pay and compensation programs annually using Radford Global Compensation Database at minimum to ensure competitive and fair pay. 

Note: We have even more benefits than listed here and below, your recruiter will provide more in-depth information as you continue in the interview process. Benefits are subject to individual plan requirements and eligibility criteria.

• Health, Dental, Vision benefits start on your first day at Spring. You and your dependents also receive access to One Medical accounts HSA and FSA plans are also available, with Spring contributing up to $1K for HSAs, depending on your plan type.
• Employer sponsored 401(k) match of up to 2% for retirement planning
• A yearly allotment of no cost visits to the Spring Health network of therapists, coaches, and medication management providers for you and your dependents.
• We offer competitive paid time off policies including vacation, sick leave and company holidays.
• At 6 months tenure with Spring, we offer parental leave of 18 weeks for birthing parents and 16 weeks for non-birthing parents.
• Access to Noom, a weight management program—based in psychology, that’s tailored to your unique needs and goals. 
• Access to fertility care support through Carrot, in addition to $4,000 reimbursement for related fertility expenses.
• Access to Wellhub,  which connects employees to the best options for fitness, mindfulness, nutrition, and sleep in one subscription
• Access to BrightHorizons, which provides sponsored child care, back-up care, and elder care
• Up to $1,000 Professional Development Reimbursement a year.
• $200 per year donation matching to support your favorite causes.