Implementation Project Manager
OpenLoop
PMP
Head of Customer Success and Implementation
Golden Pear Funding
full-time
Posted on:
Location Type: Remote
Location: Remote • Florida, New Jersey, Oregon, Texas, Washington • 🇺🇸 United States
Visit company websiteSalary
💰 $160,000 - $180,000 per year
Job Level
Lead
Tech Stack
PMP
About the role
- Lead the Customer Success and Implementation functions, building the strategy, playbooks, and processes for a rapidly scaling healthcare SaaS platform.
- Oversee new customer onboarding and implementation projects, ensuring timely and successful go-lives.
- Drive adoption, engagement, and measurable outcomes across Pear Suite’s customer base.
- Establish KPIs for retention, expansion, NPS, and time-to-value.
- Serve as executive sponsor for key customers, building strong, trust-based relationships with senior leaders at partner organizations.
- Partner closely with Product, Engineering, and Sales to ensure customer feedback informs roadmap and delivery.
- Build and mentor a high-performing Customer Success and Implementation team, fostering career growth and development.
- Develop scalable processes, tools, and systems to support a growing, diverse customer base.
- Provide regular reporting and insights to the executive team and Board on customer health, retention, and revenue impact.
- Manage escalations and ensure quick, empathetic resolution of customer issues.
Requirements
- 7+ years of progressive experience in Customer Success, Implementation, or related functions, ideally in SaaS.
- At least 3 years of leadership experience managing customer-facing teams in healthcare or healthtech or community based groups.
- Demonstrated success in scaling customer success/implementation functions in a high-growth startup.
- Strong background in implementation project management, with a proven ability to deliver on time and within scope.
- Deep knowledge of SaaS metrics (retention, NRR, churn, time-to-value, etc.) and how to improve them.
- Experience supporting Medicaid/Medicare-focused organizations, provider groups, or community-based organizations strongly preferred.
- Ability to balance strategic leadership with hands-on execution.
- Exceptional communication skills, with the ability to make complex workflows and data clear to diverse stakeholders.
- Proven ability to build and maintain strong executive-level relationships with customers.
- Comfort navigating ambiguity, creating structure, and driving outcomes in fast-changing environments.
- Experience with CRM, CS, and project management tools (e.g., Salesforce, HubSpot, Gainsight, Asana, etc.).
- MBA, PMP, or similar credentials are a plus.
Benefits
- A mission driven culture that values innovation, collaboration and growth
- Fully Remote
- Unlimited PTO
- Health, dental, and vision insurance
- Health and Wellness Stipend
- Tech Stipend
- Co-working Stipend
ATS Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard skills
customer successimplementation project managementSaaS metricsretentionnet revenue retention (NRR)churntime-to-value
Soft skills
leadershipcommunicationrelationship buildingstrategic thinkingproblem-solvingadaptability
Certifications
MBAPMP
