Customer Success & Implementation Manager

About the job A fully integrated EHR, CRM, and RCM platform built for behavioral health, substance use, eating disorder, psychiatry, and psychology practices. The company's mission is to transform behavioral health care for 4 million patients by 2028.

Compensation & Benefits

- Salary: $40,000 MXN/month
- 12 vacation days
- 15 días de aguinaldo

The Role Own the customer relationship from signed contract through full adoption. You run implementations, migrate their data, configure the platform to their operations, train their staff, take them live, and keep them growing.

Facilities switch systems to fix something specific: documentation that eats clinical hours, billing that leaks revenue, a medical director who can't get what they need out of the chart, nursing staff buried in admin. Adoption is the means, not the goal. You are responsible for ensuring the customer reaches the outcome they switched for and for being able to show them the evidence.

Who Thrives Here

This role suits people who operate well without a fixed playbook. The attributes that matter most:

- Rapid learning: You'll need to quickly develop working fluency in behavioral health operations, the platform, and each customer's clinical and billing workflows to configure and train against them. Much of that knowledge is built rather than handed over.
- Adaptability: Implementations rarely run to plan. Migrations surface data quality issues, stakeholders change mid-project, and customer priorities shift. You adjust the approach and hold the go-live date.
- Direct yet diplomatic: You'll deliver unwelcome messages — that a request falls outside scope, that a timeline slipped due to incomplete customer-side work, that a requested workflow isn't supported — clearly, without softening the substance or damaging the relationship. The same applies internally when advocating on a customer's behalf.
- Composure under pressure:



Customer frustration is part of the job and often isn't your fault. You separate the substantive feedback from the noise and move to the next call without carrying it.
- Persistence: Consistent follow-through is the core of the job. Open items, stalled tasks, and incomplete configurations get pursued to closure rather than dropped.
- Curiosity: You want to know how the platform actually works, and why a customer's workflow looks the way it does. When a customer reports a problem, you dig past the stated complaint. The issue they describe is often a symptom of another, and the fix only holds if you find the real problem.

Responsibilities Project Management: Onboarding & Implementation

- Run multiple concurrent implementations to scope, timeline, and go-live criteria
- Coordinate data migration from the customer's outgoing platform with the technical team
- Configure forms, workflows, templates, and reporting to the customer's clinical and billing operations
- Align stakeholders across leadership, clinical, billing, and front desk

Training: Enablement & Certification

- Deliver live training to clinicians, admissions, billing, administrative staff, and more
- Certify customer super-users
- Retrain on new modules, new features, and staff turnover

Account Management: Customer Value & Growth

- Drive utilization and feature adoption across the platform
- Run business reviews tying platform usage to operational and financial outcomes

Requirements

- 5+ years in customer success or implementation for a software product, with multi-project ownership
- Healthcare SaaS, EHR, or RCM background (behavioral health is a plus, not a filter)
- PMP or PRINCE2 certification. Candidates with a documented multi-site implementation track record but no cert: flag separately, do not discard; client decides
- English C1/C2, tested live. Client asked for native. Nothing below C1 on the slate
- Live software training delivered to end users
- Available on US business hours, adaptable for escalations

📌 Customer Success (México)
🏢 Hirably
📍 México