Implementation Manager

Implementation Manager

Mural Health is a fast-growing clinical technology start-up that makes clinical trials easier for participants. Our mission is to eliminate any barriers participants or caregivers experience while being part of a clinical trial. Mural Health is looking to expand our team with an Implementation Manager.

The Implementation Manager is the person who turns a new clinical trial from a set of requirements into a fully configured system in Mural Link. When a Client Success Manager (CSM) hands off a new trial, it's the Implementation Manager who takes the trial details — countries in scope, individual sites, travel and reimbursement thresholds, and all the other setup requirements — and builds it out correctly, end to end.

This is a detail-driven, execution-focused role. You'll work through structured requirements (think: ticket-based work), enter and configure data manually within the system, and use AI tools like Claude Projects to help streamline parts of the process. The work rewards precision and consistency far more than speed — a single missed threshold or misconfigured site can have downstream consequences for a live trial.

Today, trial setup is a largely manual process. As the Mural Link platform evolves, we expect parts of this configuration to become more automated, and this role will evolve alongside it — shifting more toward oversight, exception-handling, and higher-value configuration work. There's no fixed timeline for that evolution yet, so for now, this is a hands-on, detail-intensive role and we're looking for someone who wants that work, not just someone willing to tolerate it.

Remote US

Director of Customer Success

You will:

• Receive new trial setup requests from CSMs, typically structured as tickets, covering trial details, countries in scope, individual sites, and travel/reimbursement thresholds
• Translate trial requirements into accurate, fully configured system setups in Mural Link
• Perform detailed manual data entry across trial, country, site, and payment/reimbursement configurations
• Use AI-assisted tools (e.g., Claude Projects) to speed up and simplify parts of the setup process, while still verifying accuracy of the final configuration
• Catch inconsistencies, gaps, or errors in incoming requirements before they become configuration errors — flagging questions back to the CSM as needed
• Maintain consistent, repeatable setup quality across a growing volume of trials
• Track setup status and communicate progress and blockers clearly to CSMs and internal stakeholders
• Contribute feedback on where the setup process breaks down or could be simplified, as input to future product improvements

Qualifications & Skills:

• Strong attention to detail — you catch the small things, and you double-check your own work without being asked
• Genuine comfort with manual, repetitive data entry; this role involves substantial hands-on configuration work, and that won't change overnight
• Ability to follow structured, multi-part requirements accurately and translate them into system setup
• Comfort learning and working with AI-assisted tools (e.g., Claude Projects) as part of a daily workflow
• Strong organizational skills and the ability to manage multiple trial setups at different stages simultaneously
• Clear written communication, especially for flagging questions or discrepancies back to a CSM
• Ability to work independently once requirements are handed off, while knowing when to escalate ambiguity rather than guess

Nice to have:

• Prior experience in clinical trials, clinical research operations, or a similar highly regulated, detail-intensive industry
• Experience with system configuration, data entry, or implementation/onboarding work at a SaaS company
• Familiarity with trial-related concepts such as sites, sponsors, countries in scope, or participant reimbursement structures

Growth Path:

This role is expected to change as the Mural Link platform automates more of the trial setup process. Over time, we expect the Implementation Manager role to shift from primarily manual configuration toward reviewing automated setups, handling exceptions, and taking on more complex or higher-judgment configuration work. There's no committed timeline for that shift yet but it's the direction we're building toward, and this role will grow with it.

Base Compensation: $70,000 - $95,000

Mural Health is proud to provide equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability or genetics. We also provide reasonable accommodations to individuals with disabilities in accordance with applicable laws. If you require reasonable accommodation to complete a job application, pre-employment testing, a job interview or to otherwise participate in the hiring process, or for your role at Mural Health, please contact View email address on click.appcast.io. If you'd like more information about your EEO rights as an applicant, please visit the US Department of Labor's website.