[Hiring] Client Success & Implementation Manager @Soulside AI

Role Description

You will own the day-to-day operational engine of our client portfolio: running implementations, delivering training, triaging support, and keeping every cross-team commitment tracked to closure. You are the reason clients feel taken care of every single day, and the reason nothing falls through the cracks as we scale.

This is a high-ownership role at an early-stage company. You will work directly with the Director of Client Success, with a direct line to engineering, and what you do here becomes the playbook for the CS function as it grows.

Qualifications

• 4+ years in healthcare implementation, customer success, EHR support, or clinical operations
• Hands-on experience with a major EHR platform; comfort learning new systems quickly
• Strong understanding of clinical workflows and the realities of behavioral health or medical practice operations
• Working knowledge of HIPAA
• Experience running trainings and supporting non-technical end users with patience and clarity
• Exceptional written communication: clear, thorough, screenshot-friendly support responses that leave zero ambiguity
• Self-directed and organized: you can run multiple implementations and a ticket queue simultaneously without being managed task by task

Requirements

• Account ownership
• Own a book of 6-8 accounts end to end: weekly touchpoints, adoption tracking, renewals readiness, and being the client's first call
• Maintain the single source of truth for what was promised to whom and by when, across clients and internal teams
• Draft and send client communications, escalating strategic or sensitive threads to the Director
• Implementation and training
• Run implementation logistics for new client launches: kickoff scheduling, workflow mapping, template intake, hardware surveys and deployment, and go-live coordination
• Deliver training to clinicians, supervisors, and admin staff, and drive adoption from first login through steady-state usage
• Track each launch against clear milestones so go-lives are measured, not assumed
• Support and triage
• Own first-line triage of client-reported issues in our ticketing system: reproduce, document with screenshots and steps, prioritize, and route to engineering with clear context and target dates
• Follow every escalation to closure and communicate status back to clients proactively
• Identify recurring issues and turn them into process fixes, documentation, or product feedback rather than repeat tickets
• Operations and documentation
• Own recurring client deliverables (e.g., weekly schedule uploads and data hygiene tasks)
• Build and maintain SOPs, training materials, knowledge base articles, and quick-reference guides
• Keep account status current so anyone in the company can see where every client stands in ninety seconds

Benefits

• Competitive base salary plus early-stage equity
• Health benefits
• The chance to build the client success function at a company defining a new category in behavioral health AI