Customer Operations & Implementation Lead

About Journey

Journey is the leading proactive mental health solution for modern companies. Our mission is to help all people live happier, healthier, less stressed lives. We are a rapidly growing tech startup, and we work with care and intention to create a high-performance company with the following in mind:

• Speed Wins. Make decisions, move quickly, and know that if things go wrong, it’s okay for you and the company. 
• Intuition, Then Data. We’re a data-driven company. We start with our instincts and then use data to validate our decisions and improve.
• Miles, Not Inches. Thinking small is a self-fulfilling prophecy. Favor bold ideas over incremental changes.
• Customer-Obsession. We are obsessed with helping all people to live happier, healthier lives. We accomplish this by knowing our customers incredibly well and finding ways to make their lives better. 
• Truth Through Safety & Courage. A safe space allows all of us to feel secure and welcome, which creates the environment needed to act courageously, speak our truth, and see different perspectives. Doing so leads to the best decisions and the most successful company.
• Ownership & Accountability, Together: We embody a culture of extreme ownership, accountability, and teamwork. We count on every team member to take responsibility for their work, embrace a proactive mindset to overcome challenges and work together to achieve our collective success.

About The Role

We’re seeking a detail-oriented, client-focused Implementation Specialist to join our Client Success team. In this role, you’ll own the end-to-end implementation process for new clients—guiding clients through implementation alongside their dedicated Client Success Manager, configuring products and features in partnership with our Product team, and ensuring a smooth, high-quality client experience from kickoff through launch.

If you’ve got a passion for process, love working with clients, and thrive in a cross-functional, fast-paced environment, this is the opportunity for you!

In this job, you will: 

• Lead new client implementation workflows, from kickoff through onboarding and handoff to Customer Success
• Collaborate closely with the Product team on configuration needs and contribute to new product rollout planning
• Serve as a key member of the cross functional Product Operations team, helping to streamline internal processes and improve the implementation experience
• Create and maintain documentation to support scalable implementation and onboarding practices
• Lead client-facing meetings to guide them through onboarding, address configuration questions, and ensure a smooth launch
• Partner with the Customer Success team to deliver engaging and informative orientation sessions to new clients
• Identify and escalate potential friction points early and work cross-functionally to resolve them efficiently

Requirements

Requirements (What makes you a great fit for this role): 

• 4+ years of experience in implementation, onboarding, or operations, ideally in a B2B SaaS or healthcare environment
• Strong communication and interpersonal skills—you’re comfortable leading client meetings and explaining complex processes clearly
• Highly process-minded, with experience building documentation, workflows, and repeatable systems
• Ability to collaborate effectively across Product, Customer Success, and Operations teams
• Experience with client-facing software tools (e.g. project management or CRM systems)
• Excited to work in a mission-driven, fast-paced startup focused on proactive mental wellness

Benefits

Benefits

• Culture Focused. We prioritize building a high-performance culture of top talent. At Journey, you’ll work with a team of smart, motivated and happy people who like to have fun. 
• Remote First. We are a remote company. Where you live is where we are located. 
• Stock Options. We encourage an ownership mindset by giving full-time employees the opportunity to share in the success of Journey. 
• Medical, Dental & Vision Insurance. Journey contributes 100% of the medical insurance premium for the employee, provided through Aetna. 
• Unlimited PTO. We trust you to do what is necessary to get your job done while maintaining a healthy work/life harmony. We offer unlimited time off and encourage you to take it. 
• Parental Leave. 10 weeks of fully paid parental leave for birthing, non-birthing, and adoptive parents is available after one year of employment. Journey also offers paid leave for pregnancy loss as well as travel reimbursement for safe and legal abortion access.
• Wisdom Money. Team members receiv