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Spring Health is a global mental health platform on a mission to eliminate barriers to mental health care. The company operates an AI-native platform delivering personalized support through self-guided tools, coaching, therapy, medication management, and specialty care, reaching over 170 million people worldwide through employers, health plans, and partners.
As Implementation Manager, you will lead the customer onboarding process from Sales transition through Customer Success handoff. You'll be Spring Health's primary implementation resource for EMEA-based customers and support US customers where time zones align. This role bridges internal teams and external customers to resolve complex issues and maximize customer program outcomes.
Key responsibilities include: leading end-to-end project management for customer implementations; serving as the primary customer contact and building strong relationships; defining and aligning customer requirements internally and externally; owning non-standard requests by gathering needs and turning one-off solutions into repeatable processes; managing project plans and providing stakeholder updates; identifying and escalating implementation risks; collaborating cross-functionally on scalable process improvements; serving as a subject-matter expert on implementation; and supporting Sales in customer confidence-building.
Success is measured by on-time customer launches, high Implementation CSAT scores, rapid time-to-first-value, timely issue remediation, seamless team alignment, and completion of department scalability initiatives.
You bring a Bachelor's degree, 3+ years in implementation, customer success, account management, or client operations; experience creating cross-functional requirements documents and playbooks; advanced proficiency with CRM and project management tools (Salesforce, Rocketlane); strong listening and communication skills; high integrity and organizational ability; stakeholder navigation skills; comfort proposing solutions with incomplete information; passion for transforming mental healthcare; multilingual fluency in English plus at least one additional language relevant to EMEA customers.
