Implementation Manager

Ritten; Philadelphia (Philadelphia County); Hybrid; USD 110,000 - 150,000; Full time

Job summary

Ritten is seeking an Implementation Manager to guide Behavioral Health organizations through onboarding, go-live, and post-launch stabilization. You will be the primary contact from Sales handoff through deployment, balancing project management, technical guidance, and client partnership.

The role requires 2–3+ years in a client-facing implementation or SaaS environment, strong communication, and the ability to manage multiple projects in a fast-paced setting.

Qualifications

• 2-3+ years in client-facing implementation, project management, or technical consulting within healthcare software or SaaS
• Strong ability to manage multiple complex projects with organization and accountability
• Excellent written and verbal communication; able to convey status, risk, and next steps to varied audiences
• High technical aptitude; quick to learn new software and guide others through it

Responsibilities

• Own full implementation cycle for assigned customers from sales handoff to go-live and post-launch stabilization
• Create and maintain detailed project plans using PM tools; track milestones and dates
• Lead kickoff, configuration, testing, and training phases per implementation methodology
• Identify and manage risks; escalate when timelines or relationships are at risk
• Conduct go-live readiness reviews and monitor customers post-launch
• Serve as trusted advisor to customer stakeholders at all levels
• Manage customer relationships with professionalism and proactive communication
• Coach customers through configuration and testing; build platform ownership
• Facilitate end-user training and prepare the organization for go-live
• Collaborate with Sales during handoff; surface customer feedback to Product/Engineering
• Work with Account Management and Support for smooth transitions and continuity of care
• Maintain accurate lifecycle data in CS platforms; contribute to process improvements
• Travel up to 10% within the US

Skills

Client-facing

Project management

Healthcare software experience

Communication skills

Technical aptitude

Coaching mindset

Problem-solving

Independent worker

Remains calm under pressure

Tools

Project management tools

CRM platforms

Customer success platforms

Job description

Implementation Manager

Implementation

Full-time

Hybrid

The Implementation Manager leads customers through the full onboarding journey, from sales handoff through go-live and post-launch stabilization, ensuring each implementation stays on track and sets the foundation for long-term success. This role combines project management, platform expertise, and client partnership to guide behavioral health organizations through operational change with confidence.

About Ritten

Ritten is building the next generation of Electronic Health Records (EHR) and practice management tools for Behavioral Health providers. We empower clinicians and admin teams with intuitive software that simplifies care delivery, improves outcomes, and supports sustainable growth. Backed by top-tier investors, we’re scaling quickly and on a mission to transform behavioral health.

Role Overview

As an Implementation Manager at Ritten, you are the primary point of contact for a customer from the moment they are handed off from Sales through go-live and into post-launch stabilization. Your job is equal parts project manager, technical consultant, coach, and trusted advisor.

You are not just configuring software. You are guiding behavior health organizations through a meaningful operational change, and your work directly determines whether that change lands smoothly or struggles to take root. The best IMs at Ritten are organized enough to keep a project on track, technical enough to understand the platform deeply, and people-savvy enough to earn the trust of everyone from a front-line coordinator to a C-suite executive.

This is a client-facing role that reports to the Head of Implementation. We’re looking for someone who is energetic, proactive, and who thrives in a fast-paced environment. The ideal candidate communicates exceptionally well, operates independently, and takes genuine pride in the success of their customers.

Key Responsibilities:

Project & Implementation Management

• Own the full implementation cycle for an assigned portfolio of customers, from Sales handoff through go-live and post-launch stabilization
• Build, maintain, and drive detailed project plans using project management tolling, keeping all tasks, milestones, and dates accurate and current
• Run structured kickoff, configuration, testing, and training phases in line with Ritten’s implementation methodology
• Identify and manage risks proactively; elevate early when timelines or relationships are at risk
• Conduct formal go-live readiness reviews before every launch, and monitor customers closely in the weeks following go-live

Customer Partnership

• Serve as a trusted advisor to customer stakeholders at all levels, from day-to-day users to executive sponsors
• Manage customer relationships with a high degree of professionalism, responsiveness, and proactive communication
• Coach customers through configuration and testing-build their knowledge and ownership of the platform
• Facilitate end user training and prepare the full customer organization for go-live, not just the project team

Cross-FunctionalCollaboration

• Partner closely with Sales during the handoff process to absorb customer context before Kickoff
• Work with Product and Engineering to surface customer feedback and advocate for platform improvements
• Collaborate with Account Management and Support to ensure smooth customer transitions and continuity of care

Process & Tooling

• Maintain accurate customer lifecycle data in a customer success platform, including lifecycle stage, key dates, and predicated launch dates
• Contribute to the ongoing improvement of Ritten’s implementation process, templates, and tooling
• May require up to 10% travel within the US.

Qualifications

What We're Looking For

• 2-3+ years of experience in a client-facing implementation, project management, or technical consulting role, preferably within healthcare software or SaaS
• Demonstrated ability to manage multiple complex projects simultaneously with a high degree of organization and accountability
• Exceptional written and verbal communications skills; able to clearly convey status, risk, and next steps to both technical and non-technical audiences
• Strong technical aptitude; comfortable learning new software platforms quickly and guiding others through them
• A coaching mindset: you build customer capability rather than creating dependency
• A proactive, solutions-oriented approach to problem-solving; you surface blockers early and drive them to resolution
• Comfortable operating independently in a fast-paced, evolving environment
• Experience with project management tools and CRM or customer success platforms a plus

Location / Work Policy

We’re a remote-friendly hybrid company. Most of our engineering team works remotely, with an expectation of ~1-2 days per week in-office for those based near Philadelphia, Denver, or New York City.