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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.
The Implementation Manager will lead customer onboarding from sales transition through customer success handoff, serving as the primary implementation resource for EMEA-based customers and supporting 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 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 subject-matter expert on implementation; and supporting sales by helping prospects understand the implementation process.
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.
Required qualifications: bachelor's degree or higher; 3+ years in implementation, customer success, account management, client services, or operations; experience creating cross-functional product requirements, SOPs, or playbooks; advanced proficiency with CRM and project management tools (Salesforce, Rocketlane); strong listening and communication skills with creative problem-solving ability; high integrity, organizational skill, attention to detail, resourcefulness, and professionalism; ability to navigate complex stakeholder environments; 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.
