[Hiring] Implementation Manager @Flossy

Role Description

We're looking for a highly technical, customer-obsessed Implementation Manager who loves getting complex software live and working in the real world.

As our Implementation Manager, you'll own the technical side of every customer deployment, from kick-off through go-live and beyond. Your work might include:

• Integrating Fiona, Reid, Betsy and Michael with practice management systems, phone systems and real-time scheduling data.
• Translating scheduling rules, practice policies and call-handling preferences into agent configurations that hold up in real patient conversations.
• Running multi-location rollouts that turn successful pilots into org-wide deployments.
• Building templates, playbooks and tooling that make every implementation faster than the last.
• Diagnosing issues on live accounts and bringing what you learn back to Product and Engineering.

In This Role, You Will...

• Own implementation end to end.
• Take each customer from kick-off through integration, configuration, QA and Flossy HQ training to a supported go-live, on fast and predictable timelines.
• Work directly with customers on the technical details.
• Partner with practice teams to understand how they operate, where their workflows break down, and what our agents need to do to support them.
• Configure AI agents that perform.
• Translate complex practice workflows into clear agent configurations, and make thoughtful calls on where to customize and where to standardize.
• Own quality before go-live.
• QA every build end to end, catch issues before customers do, and set every pilot up to hit its success criteria.
• Be the technical point of contact after launch.
• Support customers through training and go-live, troubleshoot issues on live accounts, and partner with Customer Success, who owns the ongoing relationship.
• Measure what matters.
• Track go-live timelines, launch quality and agent performance to understand what's working and improve outcomes.
• Help shape how we implement.
• As an early member of the team, build the playbooks, templates and processes that let Flossy launch customers faster as the company scales.

Qualifications

• 3+ years of relevant experience in implementation, onboarding, solutions engineering or technical customer success at a B2B SaaS company.
• A track record of getting software live for customers and delivering measurable results.
• Strong technical acumen. Comfortable working with integrations, APIs and systems data, and troubleshooting when something breaks.
• Excellent judgment. Ability to identify what a customer actually needs, distinguish important requirements from edge cases, and make thoughtful tradeoffs.
• Hands-on and organized, enjoying running many launches at once on tight timelines.
• Excellent communication skills and the ability to work closely with practice owners, front-office teams and engineers.
• Comfort operating in ambiguous, fast-moving environments where priorities evolve as you learn.

Requirements

• Experience implementing AI-native products, particularly conversational AI, voice agents or workflow automation.
• Familiarity with practice management systems.
• Experience rolling out software across multi-location groups or franchises.
• Previous experience as an early employee at a high-growth startup.
• Experience with dental, healthcare or other industries with complex operational workflows.

Benefits

• Join at a stage where every launch you run has an immediate impact on customers and shapes how Flossy grows.
• Work in a fast-growing startup that values ownership, curiosity and speed.
• Collaborate closely with people who care deeply about customer outcomes and are excited to solve problems that haven't been solved before.
• Engage with emerging AI capabilities and turn pilots into lasting partnerships.