Implementation Manager

splose; Waverley Council; On-site; AUD 90,000 - 120,000; Full time

Job summary

splose is seeking an Implementation Manager to run onboarding for Mid-Market customers (15–49 practitioners) in Australia. You will deliver standardised onboarding within tier SLAs and ensure a great customer experience at scale.

You'll work in a fast-growing healthtech SaaS, collaborating with the Implementation Lead and cross-functional teams to keep migrations moving, collect feedback, and drive onboarding efficiency across the Mid-Market segment.

Qualifications

• 1 to 3 years' experience in Customer Success, Onboarding, Implementation, or a related customer facing role.
• Comfortable working to defined SLAs in a high volume environment, balancing speed with a good customer experience.
• Strong product knowledge and the ability to run confident training and onboarding sessions.
• Clear, friendly communication style, with the ability to simplify technical concepts for non technical customers.
• Experience using CRM, support, and project tools such as Intercom, Trello, Pipedrive, or Jira.
• Good judgement on when to escape versus resolve independently.
• Experience with Allied Health professionals or in a clinical setting.
• Experience with data imports, migrations, or Practice Management Systems.
• Tertiary qualifications or relevant experience.

Responsibilities

• Deliver standardised onboarding within tier SLAs: Run white glove elements where warranted, including focused, limited live Q&A sessions rather than a pure self-serve handoff.
• Enforce the self-serve data template policy for customers not on a supported Practice Management System, protecting onboarding time from manual data prep.
• Keep data migrations moving using the direct Implementation Manager channel for anything that gets genuinely complex.
• Feed onboarding friction patterns to the Implementation Lead rather than repeatedly solving the same one-off problem.
• Provide feedback that helps scale the onboarding process across the Mid-Market segments.
• Promote activation of upsell features, including SMS and Stripe, coming through the sales motion and in onboarding.

Skills

Customer Success

Onboarding

Implementation

SaaS

Healthtech

CRM tools

Education

Tertiary qualifications or relevant experience

Tools

Intercom

Trello

Pipedrive

Jira

Job description

About Us

splose is the AI-powered practice management platform powering better health care. Trusted by over 25,000+ Allied Health professionals around the world, splose is purpose-built to free clinicians from admin and let them focus on what matters most - helping people. Backed by leading VC funds EVP, Spectrum Equity, and Athletic Ventures we have recently announced a record-breaking $46M Series A raise - the largest Series A of any South Australian SaaS company ever. We’re growing fast and investing in our product, our people, and our global growth.

About Us

splose is the AI-powered practice management platform powering better health care. Trusted by over 25,000+ Allied Health professionals around the world, splose is purpose-built to free clinicians from admin and let them focus on what matters most - helping people. Backed by leading VC funds EVP, Spectrum Equity, and Athletic Ventures we have recently announced a record-breaking $46M Series A raise - the largest Series A of any South Australian SaaS company ever. We’re growing fast and investing in our product, our people, and our global growth.

About You

We're looking for an Implementation Manager to run onboarding for our Mid-Market customer band(15 to 49 practitioners in their org) that make up the large majority of our implementation hours. This role is built for speed and consistency, not bespoke handling. You'll deliver standardised onboarding within clear tier SLAs, protect that time from unnecessary manual work, and make sure every customer gets a great experience regardless of which Implementation Manager they land with. You're comfortable running a high volume of onboardings without cutting corners, and you know the difference between a problem worth solving once for everyone and a one off that just needs to be closed out.

What You'll Do

• Deliver standardised onboarding within tier SLAs: Run white glove elements where warranted, including focused, limited live Q&A sessions rather than a pure self-serve handoff
• Enforce the self-serve data template policy for customers not on a supported Practice Management System, protecting onboarding time from manual data prep
• Keep data migrations moving using the direct Implementation Manager to engineer channel for anything that gets genuinely complex
• Feed onboarding friction patterns to the Implementation Lead rather than repeatedly solving the same one-off problem
• Provide feedback that helps scale the onboarding process across the Mid-Market segments
• Promote activation of upsell features, including SMS and Stripe, coming through the sales motion and in onboarding

Required

• 1 to 3 years' experience in Customer Success, Onboarding, Implementation, or a related customer facing role, ideally within a SaaS or healthtech company
• Comfortable working to defined SLAs in a high volume environment, balancing speed with a good customer experience
• Strong product knowledge and the ability to run confident training and onboarding sessions
• Clear, friendly communication style, with the ability to simplify technical concepts for non technical customers
• Comfortable using CRM, support, and project tools such as Intercom, Trello, Pipedrive, or Jira
• Good judgement on when to escape versus resolve independently
• Experience working with Allied Health professionals or in a clinical setting
• Experience with data imports, migrations, or Practice Management Systems
• Tertiary qualifications or relevant experience

Equal Opportunity Employer

splose is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. If you need support and adjustments in participating in this process, please let us know!

• We are not accepting recruitment agency submissions for this role.