Implementation & Customer Success Manager (AI & Innovations)

TL;DR

Implementation & Customer Success Manager (AI & Innovations): Lead end-to-end customer onboarding and engagement using advanced AI-driven data solutions in clinical and data platforms with an accent on implementation planning, multi-stakeholder coordination, and value realization. Focus on translating commercial agreements into delivery plans, managing complex projects, risks, and escalations while driving adoption and growth.

Location: Fully remote within the United States

Salary: $90,000 to $165,000

What you will do

• Lead customer onboarding including planning, configuration, data readiness, and adoption
• Translate commercial agreements into delivery plans with scope, timelines, and outcomes
• Manage multi-stream projects aligning technical, operational, and business stakeholders
• Validate data inputs, oversee governance, track progress, and handle risks/escalations
• Maintain scope integrity, manage change requests, and support retention/growth
• Coordinate AI-driven partnerships and share customer insights to improve processes

Requirements

• Bachelor’s degree in Healthcare Administration, Public Health, Business, or equivalent
• 8+ years in customer success, implementation, or post-sales roles
• 5+ years in consulting, clinical development, analytics, or similar
• Strong understanding of clinical trial design, protocol development, or operational workflows
• Experience with analytics, AI concepts, and data platforms (e.g., Databricks)
• Proven complex customer engagement management across cross-functional teams
• Strong project management, problem-solving, organizational, communication skills

Nice to have

• Experience with SaaS onboarding, strategic partnerships, or advisory groups

Culture & Benefits

• Competitive salary with performance bonuses
• Comprehensive healthcare (medical, dental, vision)
• Fully remote within US
• Generous PTO, holidays, personal leave
• Career growth, professional development opportunities
• Collaborative, innovative environment with AI/data tech exposure