Senior Implementation Manager

Keebler Health is building the operating system for value-based care. Our mission is to help risk-bearing healthcare organizations thrive in value-based arrangements by unlocking the full power of their data. We empower leading primary care groups, ACOs, and health plans to act on real-time insights that improve outcomes, reduce costs, and fuel sustainable growth.

We are looking for a Senior Implementation Manager to own our most important customer implementations and make sure our solutions are successfully implemented, adopted, and delivering measurable value. This role combines hands-on implementation and project leadership with the customer-facing work that drives adoption. You will be the person the customer knows and trusts through pilot, launch, and adoption, and a trusted partner to the Director of Implementation in shaping how Keebler delivers.

This is a US-based remote position. We have a strong preference for candidates based in North Carolina or New York, where our team hubs are.

Key Responsibilities

Customer Leadership

• Own customer relationships through implementation, launch, and adoption, including larger and more complex multi-practice, ACO, and payer accounts.
• Build trusted relationships with executive, clinical, operational, and technical stakeholders.
• Understand each customer’s priorities, operating environment, and measures of success.
• Develop implementation plans, stakeholder maps, governance structures, and communication rhythms.
• Lead customer meetings, executive reviews, and strategic planning conversations.
• Monitor customer health and proactively address risks, gaps, and opportunities.
• Support retention, renewals, and appropriate expansion by delivering outcomes customers can see.
• Join the relationship during the sales process where helpful, to set realistic scope and expectations before contract signature.

Implementation and Project Management

• Lead multiple implementations from pilot planning and integration through launch, adoption, and ongoing delivery.
• Translate ambiguous customer needs into clear plans, milestones, responsibilities, and success criteria.
• Coordinate work across customer teams and Keebler Health’s sales, product, engineering, clinical, and operational teams.
• Make sound tradeoff decisions on scope, sequencing, and approach to keep delivery on time without sacrificing quality.
• Manage timelines, dependencies, risks, issues, decisions, and changes with discipline.
• Surface problems early, establish mitigation plans, and escalate when necessary.
• Ensure commitments result in action and that important details do not fall through the cracks.
• Hold stakeholders accountable while maintaining strong working relationships.
• Do the hands-on work of data collection where needed: roster specifications, system access, file transport, and the requirements specific to each customer’s EHR and data sources.

Adoption and Value

• Define and track success measures linked to clinical, operational, and financial outcomes.
• Drive adoption across multi-practice accounts with complex user and stakeholder groups.
• Identify gaps between expected and realized value and lead plans to address them.
• Communicate progress, outcomes, risks, and priorities clearly to customers and internal teams.
• Build and refine repeatable implementation processes, tooling, and playbooks, and help onboard and mentor newer team members.

About You

Your Experience

• 6–8+ years in implementation, customer success, professional services, or program delivery, ideally in software.
• A strong record of leading complex software implementations from planning through adoption, with measurable customer outcomes.
• Excellent project-management skills and close attention to detail.
• Credibility with senior customers and the confidence to lead difficult conversations.
• Ability to coordinate technical and non-technical teams without direct authority.
• Strong written, verbal, and executive communication skills.
• Commercial awareness, including experience supporting retention, renewals, or expansion.
• Healthcare technology, enterprise SaaS, or regulated-industry experience is preferred.
• Working knowledge of healthcare data (EHR data, rosters, claims) and standards such as FHIR, HL7, or HIPAA is preferred.
• Comfortable working in an early-stage or rapidly changing environment.

How You Work

• Owns outcomes end to end and drives them forward independently.
• Collaborates across functions without direct authority and creates documentation that teammates can build upon.
• Communicates credibly with everyone from a clinician inside a practice to an executive inside a parent organization.
• Motivated by compounding results, where the second year of an account is stronger because of how the first year was run.
• Raises the bar for the team through the systems, templates, and habits they leave behind.
• Uses LLMs and AI tools to remove friction and build capacity, improving the team’s systems alongside their own output.

What We Offer

• Competitive salary, equity options, and benefits package.
• A fast-paced, innovative environment.
• Professional growth and development opportunities.
• A collaborative and supportive team culture.
• The chance to make a meaningful impact on the healthcare industry.