Implementation Manager

We are a fast-growing, cloud-based healthcare software company whose platform runs the day-to-day operations of clinical laboratories across the United States — molecular, toxicology, PGX, NGS, infectious disease and blood labs. We're a profitable, venture-scale business growing more than 40% year over year. Our software sits at the center of our customers' operations. If it doesn't work, the lab doesn't run. That's the level of ownership this role carries. The Role You will own customer implementations end to end — from contract signature to a stable, live lab. Every implementation is different. Labs run different instruments, send results to different EMRs, and have workflows built up over years that don't fit a template. You will build the plan, run it, coordinate developers, QA and business analysts, manage the customer directly, and get the lab live. About 30 days after go-live, once the account is stable, you hand it to a Customer Success Manager who owns the relationship from there. You get things done by being organized, credible with both engineers and lab directors, and willing to chase things down yourself. This is one of the first dedicated Implementation hires at the company. You'll report directly to the Head of Post-Sale Operations, work closely with the executive team, and have real authority over how projects are run. What You'll Do Own the implementation plan, timeline and delivery for each assigned customer. Act as the customer's primary contact through go-live — running working sessions, managing expectations, and delivering bad news early rather than late. Work daily with developers, QA and business analysts to prioritize deliverables and clear blockers. Business analysts sit on the engineering side and translate customer requirements into development tickets. Own the go-live estimate and delivery against it. You set the date, you defend it, and you report honestly when it moves and why. Own scope. You decide what is in, what is out, and what goes to a change order. You also own the judgment call between getting the lab live quickly and building what the customer actually needs — those pull against each other on every project, and the call is yours. Run interface work — instrument connections, HL7/FHIR feeds, EMR integrations — including coordinating third-party vendors. Deliver a clean handoff to Customer Success: open items, known workarounds, and the account context they'll need. Feed what you learn back into how the company scopes and estimates the next implementation. What We're Looking For 4+ years running customer-facing implementations, onboarding or delivery projects in B2B software — ideally multi-month, multi-stakeholder projects. Strong project management. You build real plans, track dependencies, and know when a date has slipped before the customer tells you. Strong customer management. You can hold a firm line with a frustrated client and keep the relationship intact. Comfortable with technical work. You don't need to code, but you should be able to follow an integration discussion and tell when an estimate doesn't add up. A self-directed problem solver who works well with limited oversight. Most of what you hit won't have a documented answer. Calm under pressure. Go-live weeks are intense and things break. Sound judgment on trade-offs, and the willingness to make the call rather than escalation it. Based in the United States or Canada. Nice to Have Experience implementing EMR, LIS, RCM or other healthcare software. Experience working in or with clinical laboratories. Familiarity with HL7, FHIR or instrument interfacing. Experience at a company between $5M and $50M in revenue, where process was still being built. Healthcare experience is a plus, not a requirement. We'd rather hire a great B2B SaaS implementation lead and teach the domain than the other way around. How Success Is Measured Customers go live on or close to your committed date. Customers are stable and confident at handoff. Developer time per implementation trends down as scoping and planning improve. Customer Success inherits accounts with context, not surprises. Why This Role Implementations are being built into a real function here. You will be early, you will shape how it works, and you will work closely with leadership with meaningful authority over how projects run. There is a clear growth path as the team scales — from Implementation Manager to Implementation Lead, and on to Director and beyond as the function grows. If you're the kind of person who would rather own the outcome than manage the process, we'd like to talk. #J-18808-Ljbffr