Implementation & Customer Success Manager (AI & Innovations)

This position is posted by Jobgether on behalf of a partner company. We are currently looking for a Implementation & Customer Success Manager (AI & Innovations) in United States.

This role sits at the intersection of customer success, advanced analytics, and AI-driven innovation within the clinical research space. You will lead the end-to-end onboarding and activation of cutting-edge study design solutions, ensuring clients achieve rapid and measurable value. Acting as a strategic partner, you will guide customers through complex implementations while aligning technical capabilities with business goals. The position offers a highly collaborative environment, working cross-functionally with product, clinical, and commercial teams. You will also play a key role in shaping AI-powered offerings and strengthening strategic partnerships. This is an opportunity to directly influence how innovative technologies accelerate research outcomes and improve patient impact.

• Lead post-sales onboarding processes, translating commercial agreements into clear delivery plans, scope, and execution strategies
• Manage end-to-end implementation, including planning, configuration, data readiness, and platform adoption
• Serve as the primary point of contact during customer activation, ensuring seamless workflow integration and solution utilization
• Oversee complex, multi-stream projects, tracking milestones, dependencies, risks, and progress across cross-functional teams
• Drive data onboarding and validation processes, supporting the activation of advanced analytics and AI-powered platform capabilities
• Maintain scope integrity by managing expectations, handling change requests, and aligning stakeholders to prevent delivery risks
• Establish governance frameworks, reporting structures, and escalation paths to ensure consistent execution and outcomes
• Support renewals and expansion opportunities by demonstrating value and aligning delivery with customer objectives
• Coordinate strategic partnerships related to AI solutions, ensuring alignment on deliverables, timelines, and integration efforts
• Contribute to thought leadership initiatives by managing advisory groups, facilitating discussions, and feeding insights into product strategy

Requirements:

• Bachelor’s degree in Healthcare Administration, Public Health, Business, or a related field (Master’s degree is a plus)
• 8+ years of experience in customer success, onboarding, implementation, or related client-facing roles
• At least 5 years of experience in consulting, clinical development, analytics, or engagement management
• Strong understanding of clinical trial design, protocol development, and feasibility considerations
• Experience working with analytics, AI concepts, and modern data platforms (e.g., Databricks or similar)
• Proven ability to manage complex client engagements across technical, operational, and commercial teams
• Experience implementing SaaS, clinical, or AI-enabled solutions is highly desirable
• Strong communication, stakeholder management, and executive presentation skills
• Ability to manage multiple priorities in a fast-paced, cross-functional environment
• Familiarity with data workflows, benchmarking, and healthcare or life sciences ecosystems is a plus

Benefits:

• Competitive salary ranging from $90,000 to $165,000, depending on experience and location
• Performance-based bonus opportunities
• Comprehensive health coverage (medical, dental, vision)
• Generous paid time off and company holidays
• Fully remote work flexibility within the United States
• Opportunity to work on cutting-edge AI and analytics solutions in healthcare
• Collaborative, mission-driven environment with strong growth potential