Client Success & Implementation Lead — AI Health Tech

Soulside AI; United States; Remote; USD 90,000 - 130,000; Full time

Benefits offered by this job

Health benefits

Equity

Opportunity to shape CS playbook

Job summary

Soulside AI, an enterprise AI platform for behavioral health, is seeking a hands-on Client Success Manager to own the day-to-day operations of our client portfolio, run implementations, deliver training, triage support, and keep commitments tracked to closure.

In this high-ownership, early-stage role, you will work directly with the Director of Client Success and collaborate with engineering to ensure smooth launches, adoption, and ongoing client satisfaction.

Qualifications

• 4+ years in healthcare implementation, customer success, EHR support, or clinical operations.
• Hands-on experience with a major EHR platform; quick learner.
• Strong understanding of clinical workflows in behavioral health or medical practice operations.
• Working knowledge of HIPAA.
• Experience running trainings for non-technical end users with clarity.
• Exceptional written communication in support responses.
• Self-directed and organized: manage multiple implementations and ticket queues.

Responsibilities

• Own a book of 6-8 accounts end to end: weekly touchpoints, adoption tracking, renewals readiness, and being the client’s first call.
• Maintain the single source of truth for what was promised to whom and by when, across clients and internal teams.
• Draft and send client communications, escalating strategic or sensitive threads to the Director.
• Run implementation logistics for new client launches: kickoff scheduling, workflow mapping, template intake, hardware surveys and deployment, and go-live coordination.
• Deliver training to clinicians, supervisors, and admin staff, and drive adoption from first login through steady-state usage.
• Track each launch against clear milestones so go-lives are measured, not assumed.
• Own first-line triage of client-reported issues in our ticketing system: reproduce, document with screenshots and steps, prioritize, and route to engineering with clear context and target dates.
• Follow every escalation to closure and communicate status back to clients proactively.
• Identify recurring issues and turn them into process fixes, documentation, or product feedback rather than repeat tickets.
• Own recurring client deliverables (e.g., weekly schedule uploads and data hygiene tasks).
• Build and maintain SOPs, training materials, knowledge base articles, and quick-reference guides.
• Keep account status current so anyone in the company can see where every client stands in ninety seconds.

Skills

Healthcare implementation

Client success

EHR support

Clinical operations

HIPAA

Training delivery

Documentation

Tools

Zendesk

Intercom

Job description

Soulside AI, an enterprise AI platform for behavioral health, is seeking a hands-on Client Success Manager to own the day-to-day operations of our client portfolio, run implementations, deliver training, triage support, and keep commitments tracked to closure.

In this high-ownership, early-stage role, you will work directly with the Director of Client Success and collaborate with engineering to ensure smooth launches, adoption, and ongoing client satisfaction.