[Hiring] Implementation Manager @Counterpart Health

Role Description

At Counterpart Health, we are transforming healthcare and improving patient care with our innovative primary care tool, Counterpart Assistant. We are hiring an Implementation Manager on the Counterpart Assistant team. In this role, you will lead the customer-facing work of bringing new provider practices and TINs from late-stage prospects through successful launch on Counterpart Assistant.

• Own the customer relationship through implementation: you are the primary point of contact for the customer's technical implementation from project kickoff to post go live steady state.
• Lead end-to-end project plans for multiple concurrent, multi-step implementations, keeping internal and customer teams aligned on scope, timeline, and status.
• Partner cross-functionally with account management, support, product, and engineering to unblock issues, coordinate handoffs, and keep implementations moving on schedule.
• Own the outcomes of each implementation: surface risks early, drive resolution across teams, and hold each launch accountable to its target date and quality bar.
• Apply technical judgment to monitor and address potential integration issues that arise during implementations, working alongside product and engineering to ensure a successful integration and product launch.
• Drive continuous improvement of the implementation process: define and refine the playbook, tooling, and templates that reduce time-to-launch and raise the quality bar for every customer experience.
• Represent the customer's voice internally — capture feedback and pain points from implementations and channel them to product, engineering, and support to improve future launches.

Success in this Role Looks Like:

• Over the first 90 days, you hit the ground running: shadowing active implementations, learning the moving parts of the process, and taking ownership of your first launch.
• Within the first 6 months, you are the customer-facing lead on multiple concurrent implementations, delivering launches on time and with a high customer satisfaction bar.
• You have identified at least one meaningful improvement to the implementation process and driven it to adoption across the team.
• Your performance is measured by the consistency, speed, and on-target delivery of customer implementations, by the strength of the relationships you build with customer stakeholders, and by the cumulative improvements you drive into the implementation playbook itself.

Qualifications

• 5-8 years of experience leading technical product implementations in a customer-facing role, with a strong track record of on-time, high-quality launches.
• 2+ years of experience in healthcare technology implementations working with provider practices, ideally including EHR standard integrations.
• Exceptional customer-facing skills — build trust quickly with providers, communicate clearly under pressure, and manage escalations calmly.
• Expert in project management: set the plan, track it, and drive accountability across internal and customer teams.
• Strong technical judgment and comfortable diagnosing potential integration issues and scope creep.
• Strong communicator, clearly documenting project status and potential risks internally and externally.
• Motivated by process improvement: propose better approaches and drive them to adoption.
• Lead through influence, not authority: align stakeholders, resolve conflict, and hold the room accountable to outcomes.

Benefits

• Competitive base salary and equity opportunities.
• Performance-based bonus program, 401k matching, and regular compensation reviews.
• Comprehensive medical, dental, and vision coverage.
• No-Meeting Fridays, monthly company holidays, access to mental health resources, and a generous flexible time-off policy.
• Remote-first culture that supports collaboration and flexibility.
• Learning programs, mentorship, professional development funding, and regular performance feedback and reviews.
• Employee Stock Purchase Plan (ESPP) offering discounted equity opportunities.
• Reimbursement for office setup expenses.
• Monthly cell phone & internet stipend.
• Paid parental leave for all new parents.
• And much more!