Implementation Manager

About the role

We're looking for an Implementation Manager to own the end-to-end onboarding and ongoing configuration experience for our employer and partner clients. You'll be the operational backbone of our customer launch process managing timelines, coordinating across internal teams, and handling the technical setup that gets clients live and keeps them running smoothly. This role reports to the Customer Success Leader. This is the right role for someone who is equally comfortable building a project plan, troubleshooting a data feed, and presenting a launch readiness update to a benefits team.before clients do.

Responsibilities

• Own the full implementation lifecycle for new employer and partner accounts - from contract signature through go-live and into ongoing configuration support, including post-launch changes, re-implementations, and expansion onboarding
• Build and manage detailed project plans with clear milestones, owners, and timelines; keep internal and client stakeholders aligned throughout
• Lead client-facing kickoff calls and working sessions, serving as the primary point of contact during implementation
• Coordinate across Sales, Marketing, Partnerships, Product, Clinical, and Operations to ensure seamless handoffs and on-time launches
• Configure and manage technical setup including SSO integrations, data feeds, and eligibility file processing; troubleshoot integration issues and escalate to Product and Engineering when needed
• Develop and refine implementation playbooks, templates, and processes that scale as the business grow
• Track implementation KPIs including time-to-launch, issue resolution time, and launch quality; surface trends to drive continuous improvement
• Maintain clean documentation in CRM and project management tools throughout the client lifecycle

Requirements

• 5+ years of experience in implementation, customer onboarding, project management, or a related role; digital health or SaaS experience preferred
• Demonstrated ability to manage multiple complex implementations simultaneously
• Comfortable engaging credibly in conversations about data formats, file transfers, SSO, and API integrations
• Experienced working with benefits administration systems or employer group data is a strong plus
• Highly organized with excellent project management instincts; familiar with tools like Asana, Slack, Confluence, and Jira
• Strong communicator who can translate technical details for non-technical clients and business context for internal teams
• A proactive problem-solver who finds issues before clients do and owns them through resolution
• Experienced in B2B2C or employer-facing environments is a plus
• What you can expect at 9amHealth
• Our team members are spread across the globe, with physical sites in San Diego, California, and Vienna, Austria, but we value your culture regardless of where you work.
• Our commitment to diversity and inclusion

Benefits

Additional Information

About 9amHealth 9amHealth is an AI-enabled virtual specialty care platform focused on managing high-cost chronic conditions at scale. The company partners with employers, health plans, and pharmacy benefit managers to deliver comprehensive, cost-effective medical care for individuals living with obesity, diabetes, hypertension, and dyslipidemia. Members receive access to specialized clinicians, including endocrinologists, obesity medicine specialists, and clinical pharmacists, at-home lab testing, prescription medications, and lifestyle support. 9amHealth was founded in 2021 and is backed by leading healthcare investors like Define Ventures, SemperVirens, 7Wire Ventures, and The Cigna Group Ventures.

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