Ascertain Senior Implementation Manager at Ascertain leading post-sale success and retention for key healthcare partners. Own end-to-end customer success including onboarding, adoption, and expansion.
Responsibilities
This is a hands-on, high-ownership role for an operator who is comfortable in ambiguity and focused on reducing it. You use data to drive decisions and turn complex workflows into clear, repeatable systems. You’ll help define our partner success strategy, build scalable SOPs and playbooks, and shape the partner experience.
This position is remote with up to 25% travel to support customer implementations and key deployments.
Own the Client Relationship: Serve as the primary client lead during implementation. Conduct stakeholder interviews, align on workflows, and maintain alignment with operational and executive stakeholders. Provide clear updates on progress, surface risks early, and ensure strong coordination through go live and early adoption.
Lead Solution Deployments: Oversee customer onboarding (planning, configuration, testing, training, go-live, support) with clear project plans, milestones, and risk mitigation.
Leverage Impact Metrics: Use established KPIs (e.g., time saved, turnaround reduction) to demonstrate ROI and support customer expansion strategies.
Collaborate with Commercial. Upsell and cross sell new products to established customers; and then develop a scalable customer-success framework (onboarding, training, support, upsell).
Develop a targeted (by customer type) customer-success framework (onboarding, training, support, upsell) and required materials (role-based meeting template)
Qualification
Proven track record scaling complexPrevious startup experience preferredWhat You'll Bring to the TableData-Informed OperatorClear CommunicatorCustomer-Centric LeaderExecution-OrientedHands-On & Adaptable
Required
5 to 7 years of experience in healthcare, including provider, payer, or healthcare technology environments
4+ years of experience leading healthcare IT or SaaS implementations with direct ownership of delivery
Proven track record scaling complex, multi-stakeholder implementations and delivering quantifiable results.
Exposure to customer-support workflows and tools to bridge the gap between implementation and ongoing support.
Previous startup experience preferred.
Cardiology or oncology experience preferred.
What You'll Bring to the Table
Data-Informed Operator: Leverage metrics and insights to demonstrate customer ROI and identify opportunities for account growth.
Clear Communicator: Translate complex insights into clear recommendations for executives, customers, and internal teams.
Customer-Centric Leader: Build trusted relationships, proactively address risks, and drive retention and expansion.
Execution-Oriented: Plan and manage projects end-to-end—setting milestones, coordinating stakeholders, and mitigating risks.
Hands-On & Adaptable: Thrive in a fast-paced startup environment, balancing strategic leadership with practical problem-solving and customer support.
