Implementation Manager

Raxia is on a mission to modernize healthcare patient financial engagement. Our AI platform connects fragmented health IT systems and workflows to create an efficient, intelligent consumer payment experience, making it easy for patients to manage medical expenses and for providers to get paid.

We’re growing fast, and our customers are deploying our platform across multiple healthcare practices simultaneously. We’re looking for an Implementation Manager who thrives on operational precision, proactive communication, and driving complex, multi‑threaded projects to completion on time.

This role exists at the intersection of customer success and implementation. You’ll work directly alongside our Customer Success Managers to own the deployment pipeline for every practice in motion, managing the milestones, customer dependencies, and cross‑functional handoffs that get practices live. At any given time, you may be managing 40 or more concurrent practice deployments across a portfolio of customers, each with multiple in‑flight dependencies.

If you are someone who keeps a tight grip on timelines, drives customers to meet their commitments, and is uncomfortable when things go quiet, this role is for you.

Practice Deployment Pipeline Own the deployment plan for every practice in motion across your assigned accounts. Every practice has a named milestone, a go‑live date, and a set of customer dependencies. You drive those dependencies to completion. You don’t wait for customers to come to you.

Customer Dependency Management Proactively manage and track all customer‑side requirements for each deployment. When a dependency is outstanding, you follow up until it’s resolved. A missed dependency is a missed go‑live date, and a missed go‑live date is a customer outcome failure. You treat both accordingly.

Milestone Tracking and Accountability Maintain a live, accurate view of every deployment in your pipeline: stage, status, next action, target date, and named blocker if stalled. Every milestone has a date. Dates that slip get reset immediately with a documented reason and a new commitment.

Handoff to Implementation Once all customer dependencies are complete, package and hand off to the Raxia implementation team with everything they need to execute a clean go‑live. Own that handoff process and ensure nothing is missing.

CSM Partnership Work in close partnership with your assigned Customer Success Managers. The CSM owns the executive relationship and commercial motion; you own the operational deployment. You surface deployment status, blockers, and risks to the CSM in real time so they can have accurate, credible conversations with their customers.

Process Improvement As you run deployments at scale, identify patterns in where things stall, where dependencies get dropped, and where the handoff process breaks down. Bring those observations forward and help build better processes. You’re not just executing, you’re making the system smarter.

• 3+ years of experience in implementation, project management, or customer‑facing operations roles in a SaaS environment
• Demonstrated ability to manage multiple concurrent projects with overlapping timelines and dependencies, not one at a time, but many at once
• Relentless follow‑through: you track every open item, you follow up without being asked, and you are uncomfortable when something is outstanding without a next step and a date
• Strong communication skills, you can write a clear, direct email to a customer asking for an outstanding form, and you can pick up the phone when email isn’t working
• Experience maintaining accurate project or deployment tracking in a CRM or project management tool, Hub Spot, Salesforce, Jira, or similar
• Comfortable working in an early–stage startup environment where ambiguity is the norm

• Background in RCM, EHR, practice management, or healthcare billing software
• Experience managing customer onboarding or implementation in a healthcare technology environment
• Familiarity with merchant account onboarding, payment processing workflows, or healthcare payment infrastructure

• You need a…