Implementation & Client Success Manager

About Practice Engine

Practice Engine helps specialty medical practices grow by automating patient engagement, turning it into a repeatable revenue engine.

We are looking for builders who move quickly, create scalable systems, and are excited to help define a new category of AI-powered growth operations for specialty healthcare.

Position Overview

We are seeking an Implementation & Client Success Manager to own the customer journey from contract signature through adoption, expansion, and renewal.

This role is ideal for someone who enjoys both strategy and execution. You will lead implementations, design onboarding programs, build customer success processes, create scalable playbooks, and serve as a trusted advisor to customers that range from SMB to Enterprise.

You will have the opportunity to help shape the future customer organization and potentially grow into a leadership role as the company scales.

What You’ll Own

Customer Implementations

• Lead end-to-end customer onboarding and implementation projects
• Develop project plans, timelines, milestones, and success metrics
• Coordinate internal teams and customer stakeholders
• Drive integration, configuration, training, and go-live activities
• Ensure customers achieve time-to-value quickly

Program Design & Process Development

• Build and refine implementation methodologies
• Create onboarding playbooks and templates
• Develop customer journey maps
• Design scalable customer communication processes
• Build documentation and training programs

Customer Success & Relationship Management

• Serve as strategic advisor to customer executives and practice leaders
• Conduct business reviews and adoption reviews
• Monitor customer health and identify risks proactively
• Drive customer engagement and product adoption
• Partner with customers to achieve measurable business outcomes

Revenue Retention & Expansion

• Support renewals and expansion opportunities
• Identify new use cases within customer accounts
• Partner closely with sales on growth opportunities
• Maintain customer satisfaction and retention goals

Voice of Customer

• Gather customer feedback and insights
• Translate customer needs into product recommendations
• Partner with Product and Engineering teams to prioritize enhancements
• Help shape the roadmap based on customer feedback.

Build the Future Organization

• Establish metrics, dashboards, and operational processes
• Help define future implementation and success team structure
• Mentor future hires as the organization grows
• Contribute to building a world-class customer experience function

Success Looks Like

First 90 Days

• Own customer implementations independently
• Create standardized onboarding framework
• Establish implementation project templates
• Launch customer health tracking process

First Year

• Reduce onboarding time while improving customer outcomes
• Build repeatable implementation and success processes
• Create scalable customer training programs
• Help achieve high customer retention and referenceability
• Become the foundation for future customer success team growth

Ideal Candidate

Required Experience

• 5–8+ years in Customer Success
• Experience implementing HealthTech SaaS platforms
• Track record managing complex customers
• Experience working directly with executive stakeholders
• Proven ability to operate independently in a startup environment

Preferred Experience

• Patient engagement, EMR, practice management, or revenue cycle technology
• Experience building processes from scratch
• Experience at an early-stage or high-growth startup
• Prior responsibility for onboarding program design
• Experience creating customer-facing training programs

Characteristics We Value

Builder Mindset

You do not wait for process, you create it.

High Ownership

You treat customer outcomes as your responsibility.

Strategic Thinker

You can connect customer needs to business outcomes.

Organized Operator

You can manage multiple implementations simultaneously without dropping details.

Future Leader

You want to build teams, develop people, and eventually lead a customer organization.

Career Path

As Practice Engine scales, this individual will have the opportunity to help build and lead the team, processes, and customer strategy.

Compensation Structure

Base Salary: $100,000–$140,000 (depending on experience)

Healthcare Stipend: $650/month

Bonus: Performance-based variable tied to onboarding success, time-to-value, customer retention, product adoption, customer expansion, and customer satisfaction.

Pay: $100,000.00 - $140,000.00 per year

Work Location: Remote