Implementation Success Manager

About this role

Job Description: We are seeking an experienced, results-driven Implementation Success Manager – Insurance to lead complex client implementations and ensure successful adoption, delivery, and long-term client outcomes across our insurance and benefits technology solutions.

This role is ideal for a strategic implementation leader who understands the complexities of insurance, benefits administration, data management, integrations, and enterprise technology deployments . The Implementation Success Manager will serve as a trusted advisor to clients and an internal leader across Project Management, Consulting, Product, Engineering, Data, Integrations, Payroll, and Operations.

The successful candidate will bring a strong combination of program management discipline, insurance industry expertise, client relationship management, and operational leadership . This individual will be accountable for maintaining implementation quality, managing risk and dependencies, driving executive-level governance, and ensuring clients achieve measurable business value from their technology investment.

Key Responsibilities Client Implementation & Delivery • Lead and oversee multiple concurrent mid-market and enterprise implementations from initial planning through go-live and transition to ongoing client success. • Establish implementation strategy, governance models, milestones, success criteria, and executive communication plans. • Drive delivery against scope, timeline, budget, quality, and client satisfaction objectives. • Serve as a senior escalation point for complex implementation issues and cross-functional dependencies. • Identify risks early and develop mitigation strategies to protect implementation outcomes. • Ensure appropriate transition from implementation into production support and long-term client success.

Client Success & Executive Relationship Management • Build trusted, strategic relationships with client executives, operational leaders, carriers, brokers, payroll providers, and technology partners. • Conduct executive business reviews and implementation health assessments. • Establish and monitor client success metrics, including delivery performance, adoption, satisfaction, operational readiness, and retention indicators. • Proactively identify opportunities to improve the client experience and expand the value delivered through the platform. • Partner with Sales and Account Management on client communications, renewals, expansions, and strategic opportunities.

Insurance & Benefits Technology Expertise • Apply knowledge of benefits administration, insurance operations, employee benefits, plan structures, eligibility, payroll, data management, and related technology processes. • Understand the complexities of insurance and benefits implementations, including data migration, configuration, integrations, EDI, API, SSO, and payroll connectivity. • Translate business and industry requirements into actionable implementation strategies. • Ensure implementation practices support applicable regulatory, security, compliance, and business continuity requirements.

Program & Portfolio Leadership • Manage implementation portfolios and provide visibility into overall program health, resource requirements, risks, dependencies, and financial performance. • Establish consistent project management standards, KPIs, reporting, and governance processes. • Lead cross-functional teams across project management, consulting, configuration, data, integrations, product, engineering, and client operations. • Monitor resource utilization and capacity while ensuring teams remain aligned to critical implementation priorities. • Drive continuous improvement initiatives that increase implementation efficiency, scalability, quality, and predictability.

Operational Excellence & Transformation • Identify opportunities to automate and streamline implementation processes. • Leverage data, analytics, AI-enabled tools, and workflow automation to improve delivery efficiency and configuration accuracy. • Establish repeatable implementation methodologies, playbooks, and best practices. • Analyze implementation performance and use metrics to drive corrective actions and continuous improvement. • Promote a culture of accountability, collaboration, transparency, and client-centric delivery.

Success Measures Success in this role will be measured by: • High percentage of implementations delivered on time, on budget, and within agreed scope • Strong client satisfaction and Net Promoter Score (NPS) • Successful client adoption and transition to production • Reduction in implementation risks, escalations, and rework • Improved implementation efficiency and operational scalability • Strong client retention and long-term relationships • Consistent executive-level governance and communication • Successful cross-functional collaboration across internal and external teams.

Required Qualifications • Bachelor’s degree or equivalent professional experience. • 7+ years of experience in implementation, program management, project management, consulting, client success, or related roles. • Experience leading complex technology implementations within insurance, benefits administration, HR technology, payroll, or a related industry . • Demonstrated experience managing multiple concurrent enterprise implementations. • Strong understanding of implementation lifecycles from sales/contracting through configuration, testing, data migration, integration, go-live, and transition to production. • Proven ability to manage senior-level client and internal stakeholders. • Experience leading cross-functional teams and managing complex dependencies. • Strong understanding of data migration, integrations, EDI/API, SSO, payroll, and application configuration. • Demonstrated ability to identify and resolve implementation risks and issues. • Excellent written, verbal, presentation, and executive communication skills. • Strong analytical and problem-solving capa

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