Manager, Implementation

Our mission: to eliminate every barrier to mental health.

At Spring Health, we’re on a mission to revolutionize mental healthcare by removing every barrier that prevents people from getting the help they need, when they need it. Our clinically validated technology, Precision Mental Healthcare, empowers us to deliver the right care at the right time—whether it’s therapy, coaching, medication, or beyond—tailored to each individual’s needs.

We proudly partner with over 450 companies, from startups to multinational Fortune 500 corporations, as a leading provider of mental health service, providing care for 10 million people. Our clients include brands you use and know like Microsoft, Target, and Delta Airlines, all of whom trust us to deliver best-in-class outcomes for their employees globally. With our innovative platform, we’ve been able to generate a net positive ROI for employers and we are the only company in our category to earn external validation of net savings for customers.

We have raised capital from prominent investors including Generation Investment, Kinnevik, Tiger Global, Northzone, RRE Ventures, and many more. Thanks to their partnership and our latest Series E Funding, our current valuation has reached $3.3 billion. We’re just getting started—join us on our journey to make mental healthcare accessible to everyone, everywhere.

The Manager, Implementation reporting to the Director, Implementation, will be responsible for the functional and strategic leadership of a team of Implementation Managers. This role will cross lines of business supporting our direct, resold, and payer customers. You play a key role in creating the best first impressions for our customers and setting them up for ongoing success. This role has continuous opportunities to work cross-functionally with other leaders and provide delightful customer solutions. The ideal candidate thrives in a fast-paced environment making key strategic decisions while also not being afraid to roll up their sleeves and dive into the details.

We are an award-winning, passionate, and mission-driven team with the support of leaders in psychiatry, and backed by prominent VCs including Rethink, Work-Bench, RRE, and General Catalyst.

What you’ll be doing: 

Day-to-Day Operations & Support

• Overseeing a team of Implementation Managers and their onboarding requirements.
• Serve as a leader and advocate for the development of the Implementation Managers.
• Serving as a point of escalation and additional support for our onboarding customers.
• Ensuring alignment to and meeting of defined team KPIs and the effective reporting of KPIs to leadership.

Customer & Stakeholder Engagement

• Attending and supporting various customer engagements throughout the onboarding process. Examples include: project kickoffs, implementation workshops, 1:1 customer leadership touchpoints.
• Leading and supporting cross-functional collaboration efforts to ensure alignment across all internal and external stakeholders.
• Serving as a thought leader within the organization for how best to implement new products/services within Spring Health’s systems.

Process Improvement

• Continually define and deploy implementation strategies that deliver effective, efficient and consultative support that aligns to department business goals and objectives.
• Collaborating cross-functionally to design and implement scalable, automated processes and features, ensuring long-term operational efficiency.
• Overseeing our Customers’ non-standard requirements (intaking requirements, aligning resources, maturing into repeatable processes).

What success looks like in this role: 

• Customer Satisfaction | Consistently high customer implementation satisfaction scores
• On-Time Launches | Customer onboardings (internal configurations, eligibility files, SSO, etc.) launch on-time
• Quality Launches | On-time platform configurations & error-free quality assurance
• Onboarding At-Scale | Successfully mature and scale the onboarding process for new lines of business
• Cross-Functional Operational Excellence | Collaborate cross-functionally to build seamless and sustainable processes

What we expect from you: