The Senior Implementation Manager, reporting to the Manager, Implementation, will independently lead complex, high-impact customer onboarding from the transition out of Sales through the handoff to Customer Success. This role will be Spring Health’s primary implementation resource for customers based in EMEA and will also support US-based customers where time-zone alignment allows. You will serve as a strategic project leader and trusted customer advisor, bringing in-depth implementation expertise, strong analytical judgment, and cross-functional influence to align stakeholders, resolve complex issues, and maximize customer outcomes. Success requires making sound decisions amid ambiguity, anticipating downstream risks, and converting lessons across implementations into scalable improvements. Occasional travel may be required for company or team meetings/events.

What you’ll do:

• Lead end-to-end project management for complex, high-impact customer implementations, independently determining the approach, governance, and path to go-live.
• Serve as the primary customer contact and trusted advisor during implementation, building strong relationships with senior customer stakeholders.
• Define and align customer requirements, success criteria, and tradeoffs internally and externally, ensuring cross-functional delivery by go-live.
• Own ambiguous and non-standard customer requirements by diagnosing root needs, evaluating options and risks, and turning recurring requests into scalable models, processes, and playbooks.
• Manage integrated project plans and multiple workstreams for internal and external stakeholders, synthesizing status, decisions, dependencies, and risks for audiences ranging from delivery teams to senior leaders.
• Anticipate and own customer onboarding risks, make timely decisions with incomplete information, and drive mitigation and escalation through resolution.
• Collaborate cross-functionally to design and implement scalable, automated, and AI-enabled improvements to the implementation process; measure impact and adjust based on evidence.
• Serve as a team and cross-functional subject-matter expert, frequently advising others on complex implementation matters and raising quality and consistency across the portfolio.
• Partner with Sales and other stakeholders to shape implementation strategy for complex prospects, set realistic expectations, and protect delivery quality.
  
  

What success looks like:

• Complex customers launch on time with clear governance and no surprises.
• High customer satisfaction, measured through Implementation CSAT, and trusted relationships with senior customer stakeholders.
• Time to first value is reduced while scope, quality, and risk are managed thoughtfully.Issues and risks are anticipated early, resolved with sound judgment, and converted into stronger prevention for future implementations.
• Project teams and internal operations stakeholders stay aligned through clear decisions, tradeoffs, and executive-ready communication.
• Department scalability initiatives deliver measurable improvements in efficiency, quality, and customer outcomes.
  
  

What you’ll bring:

• Bachelor’s degree or equivalent practical experience.5+ years of experience in implementation, customer success, account management, client services, and/or client operations, including independently leading complex, cross-functional customer implementations.
• Experience creating and operationalizing cross-functional product requirements documents, standard operating procedures, playbooks, or operating models.
• Advanced experience with customer relationship management and project management tools, such as Salesforce and Rocketlane, plus a track record of using data, automation, or AI to improve execution and decision-making.
• Strong analytical, listening, and executive communication skills, with the ability to identify root causes, evaluate options and tradeoffs, and translate analysis into clear recommendations.High integrity, strong organizational skills, attention to detail, humility, resourcefulness, ambition, professionalism, and a proactive approach.
• Demonstrated ability to influence senior internal and external stakeholders, adapt communication to different audiences, and align teams around complex customer needs without relying on formal authority.
• Sound judgment in ambiguous or evolving situations, with the ability to determine an approach, make timely decisions, and own outcomes across handoffs and dependencies.
• A deep passion for transforming mental healthcare and eliminating barriers to care.
• Multilingual, with professional fluency in English and at least one additional language relevant to the customers this role will support.
• Willingness and ability to travel as necessary, approximately 10%.

Nice to have:

• Experience leading enterprise or global implementations in HealthTech, employee benefits, mental health, or a similar industry.

The target base salary range for this position is €69,600 - 80,040 EUR and is part of a competitive total rewards package including benefits. Individual pay may vary from the target range and is determined by a number of factors including experience, location, internal pay equity, and other relevant business considerations. We review all employee pay and compensation programs annually using Radford Global Compensation Database at minimum to ensure competitive and fair pay.