Implementation Manager

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.

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 sits within the Customer Success team and reports to the Senior Director of Customer Success.

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. You'll be hands-on and highly organized, with a strong instinct for anticipating problems before clients do.

• Own the full implementation lifecycle for new employer and partner accounts from contract signature through go-live and into ongoing configuration support

• 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, Partnerships, Product, Clinical, and Operations to ensure seamless handoffs and on-time launches

• Configure and manage technical setup including HRIS connections, SSO integrations, data feeds, and eligibility file processing

• Troubleshoot integration issues and escalate appropriately, partnering with Product and Engineering when needed

• Develop and refine implementation playbooks, templates, and processes that scale as the business grows

• 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

• Support the Customer Success team post-launch with configuration changes, re-implementations, and expansion onboarding

• 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 without dropping the ball

• Comfortable with technical concepts and hold your own in conversations about data formats, file transfers, SSO, and API integrations

• Experience working with benefits administration systems, or employer group data is a strong plus

• Highly organized with excellent project management instincts; familiarity 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

• Experience in B2B2C or employer-facing environments is a plus

At 9amHealth, you'll join the exciting environment of a startup with the stability of highly experienced founders that have successfully built a business from scratch. We foster a collaborative learning mindset and a passion for improvement. You'll work with a brand-new product alongside a small, flexible team of people eager to shape technology, infrastructure, and culture.

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.

We offer a comprehensive benefits package, including health, dental, and vision insurance, along with flexible PTO and work from home options. We provide a professional development budget and support continuing education, empowering our team to grow alongside the company. Team members have the opportunity to make a meaningful impact on chronic disease management and patient outcomes while contributing to a collaborative, mission driven culture focused on improving healthcare accessibility and affordability.

Diabetes disproportionately impacts BIPOC (black, indigenous, and people of color) communities. We are committed to creating a workforce that reflects our patients and creating a positive healthcare experience for them. We welcome applications from people of color, LGBTQ+ individuals, people with disabilities, members of ethnic minorities, and foreign born residents.