Client Success & Implementation Manager

Sarah Smith Fund; United States; On-site; USD 90,000 - 130,000; Full time

Benefits offered by this job

Health benefits

Equity in early-stage company

Job summary

Soulside AI is seeking a detail-oriented Client Success role to own day-to-day client portfolio operations, drive implementations, and deliver trainings for behavioral health organizations. You will triage support, coordinate with engineering, and build scalable processes as the company scales.

You will work directly with the Director of Client Success and have a path to shape the CS function in an early-stage health tech company focused on AI-driven behavioral health solutions.

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.
• Working knowledge of HIPAA.
• Experience running trainings and supporting non-technical end users with patience and clarity.
• Exceptional written communication: clear, thorough, screenshot-friendly support responses.
• Self-directed and organized: can run multiple implementations and a ticket queue simultaneously.

Responsibilities

• Account ownership: Own a book of 6-8 accounts end to end; weekly touchpoints; renewals readiness; first client 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.
• Implementation and training: Run implementation logistics for new client launches; kickoff scheduling; workflow mapping; template intake; 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 milestones so go-lives are measured, not assumed.
• Support and triage: Own first-line triage of client-reported issues; reproduce, document with screenshots, prioritize, and route to engineering.
• Follow escalations to closure and communicate status back to clients proactively.
• Identify recurring issues and turn them into process fixes, documentation, or product feedback.
• Operations and documentation: 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 CS

EHR platforms

HIPAA

Training experience

Written communication

Self-directed

Tools

Zendesk

Intercom

Job description

About Soulside

Soulside AI is an enterprise AI platform built specifically for behavioral health. We automate clinical documentation, chart audits, and RCM processes so treatment organizations can protect clinician capacity, stay audit-ready, and capture the revenue their care already earns. Our platform cuts documentation time by more than 80%, achieves near-universal voluntary clinician adoption, and solves the hardest problem in behavioral health AI: fully automated group session documentation with individualized notes for every participant.

We serve a growing portfolio of behavioral health organizations across the full continuum of care, from residential and PHP/IOP programs to outpatient, community mental health, substance use, and eating disorder treatment, and we integrate with the EHRs our clients already use. We are growing fast, and the client success function is where our product promises become client reality.

The Role

You will own the day-to-day operational engine of our client portfolio: running implementations, delivering training, triaging support, and keeping every cross-team commitment tracked to closure. You are the reason clients feel taken care of every single day, and the reason nothing falls through the cracks as we scale.

This is a high-ownership role at an early-stage company. You will work directly with the Director of Client Success, with a direct line to engineering, and what you do here becomes the playbook for the CS function as it grows.

Who You Are

Above everything else, you care about our clients and the work they do. They are treating people at the hardest moments of their lives, and you never lose sight of the fact that every ticket, every training, and every template exists in service of that. If that doesn't move you, this isn't your role.

You are hungry. You want more ownership than most jobs will give you, and when you commit to something, it gets done without anyone checking. You are amazing with people: clinicians, executives, and engineers all trust you quickly, and you can read a room, calm a frustrated user, and hold your own in a technical conversation in the same afternoon. You genuinely love software and technology: learning a new tool, tightening a workflow, digging into product details, and finding creative solutions to problems that don't have a playbook yet. You bring a point of view instead of waiting for direction, and you anticipate what a client will need before they ask. Breadth energizes you: running a training in the morning, untangling a workflow question at noon, and closing out a ticket queue by end of day is your kind of day. When something breaks, you own it: document it clearly, fix the process behind it, and make sure the client never feels like they're chasing you.

What You'll Do

Account ownership

• 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

Implementation and training

• 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

Support and triage

• 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

Operations and documentation

• 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

What We're Looking For

• 4+ years in healthcare implementation, customer success, EHR support, or clinical operations

• Hands-on experience with a major EHR platform; comfort learning new systems quickly, because how you think matters more than which system you know

• Strong understanding of clinical workflows and the realities of behavioral health or medical practice operations

• Working knowledge of HIPAA

• Experience running trainings and supporting non-technical end users with patience and clarity

• Exceptional written communication: clear, thorough, screenshot-friendly support responses that leave zero ambiguity

• Self-directed and organized: you can run multiple implementations and a ticket queue simultaneously without being managed task by task

Nice to Have

• Experience at a behavioral health, mental health, SUD, or eating disorder treatment organization (clinical or operational)

• Experience at an early-stage health tech or AI company

• Experience with a ticketing or support platform (Zendesk, Intercom, or similar)

Compensation

• Competitive base salary plus early-stage equity

• Health benefits

• The chance to build the client success function at a company defining a new category in behavioral health AI