Implementation Success Manager

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.

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.