Hearst Health

Implementation Supervisor, Customer Success

Hearst Health

full-time

Posted on:

Location Type: Hybrid

Location: San Francisco • California • United States

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About the role

  • Manage an individual implementation case load while supporting overall team execution.
  • Oversee daily implementation activities, including case intake, assignment, prioritization, and progress tracking.
  • Monitor team capacity and workloads to ensure implementation timelines and customer commitments are met.
  • Serve as an escalation point for implementation issues and help remove blockers.
  • Support the onboarding of customers across different markets, products, and use cases.
  • Lead through ambiguity by helping define, test, and refine implementation steps for new or evolving products.
  • Identify opportunities to improve team efficiency, consistency, and case management practices as offerings scale.
  • Partner with leadership and cross-functional teams to translate new product capabilities into repeatable implementation approaches.
  • Identify training and enablement needs related to new products, markets, and customer segments.
  • Provide day-to-day guidance, coaching, and feedback through case reviews and best-practice sharing.
  • Share regular updates on team performance, risks, and improvement initiatives.

Requirements

  • Experience in Customer Success, Implementation, or Professional Services.
  • Comfort operating in environments where processes are still being defined or evolving.
  • Ability to balance hands-on implementation work with supervisory responsibilities.
  • Strong understanding of implementation workflows and case management tools.
  • Demonstrated problem-solving skills and operational judgment.
  • Strong communication, organization, and prioritization abilities.
  • Experience onboarding customers across multiple products, markets, or customer segments.
  • Familiarity with healthcare technology, data-driven products, or emerging product offerings.
Benefits
  • Medical
  • Dental
  • Vision
  • Long term disability
  • Life insurance
  • Matching 401k
Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools
implementation workflowscase management toolscustomer onboardingproblem-solvingoperational judgment
Soft Skills
communicationorganizationprioritizationleadershipcoaching