Implementation Manager

Summary

Join Spring Health as an Implementation Manager and lead the project management of customer implementations, serving as the main point of contact for customers during onboarding. You will ensure all customer requirements are met, manage project plans, identify and mitigate risks, and collaborate cross-functionally to improve the implementation process. Success in this role involves on-time customer launches, short time-to-value, seamless stakeholder alignment, high customer satisfaction, timely issue resolution, and contributions to department scalability. The role requires strong project management skills, experience in customer success or related fields, and proficiency with CRM and project management tools. Spring Health offers a competitive salary and benefits package, including health, dental, and vision insurance, 401k matching, paid time off, parental leave, and various wellness programs.

Requirements

• Bachelor’s degree or higher preferred
• 3+ years of implementation, customer success, account management, client services, and/or client operations
• 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%)

Responsibilities

• 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

Preferred Qualifications

HealthTech, employee benefits, or similar industry experience preferred

Benefits

• 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