Principal Implementation Lead; Healthtech - NYC)

Carex is partnering with a Series A healthtech startup and we’re hiring a Principal Implementation Lead to own complex, enterprise-level customer implementations for one of the fastest-growing companies in behavioral health. Reporting to the Head of Implementation, this individual will serve as the primary implementation leader for strategic enterprise customers, taking full ownership of deployments from initial discovery and planning through go-live and stabilization.

This is a high-impact, hands-on role for someone who knows how to navigate complex healthcare technology implementations, manage sophisticated customer relationships, and drive successful outcomes across multiple stakeholders and work streams. You'll work directly with executive, clinical, operational, and revenue cycle leaders at large healthcare organizations, translating their business needs into successful deployments of an AI-native platform. We're looking for someone who brings both deep healthcare implementation expertise and strong enterprise customer leadership skills.

You should be comfortable owning the entire customer implementation experience, navigating competing priorities, solving complex operational challenges, and holding both internal and external stakeholders accountable.

This role requires someone who thrives in a fast-paced, high-growth startup environment where priorities evolve quickly, processes are still being developed, and individuals are expected to take ownership and create structure within ambiguity.
This is a remote position with travel to customer sites as needed.

• Own end-to-end enterprise customer implementations
  , from discovery and kickoff through configuration, testing, training, go-live, and stabilization

• Serve as the primary implementation point of contact and trusted advisor for strategic enterprise customers, building strong relationships with executive, clinical, operational, IT, and revenue cycle stakeholders

• Lead complex EHR and healthcare technology deployments involving multiple locations, departments, workflows, and stakeholder groups

• Develop and execute comprehensive implementation strategies, project plans, timelines, milestones, and go-live readiness plans

• Translate complex clinical, operational, and revenue cycle workflows into actionable implementation requirements and deployment strategies

• Drive accountability across internal and external stakeholders, ensuring implementation milestones and customer commitments are met

• Navigate complex customer challenges, competing priorities, and escalations while maintaining strong relationships and driving issues to resolution

• Partner closely with Product, Engineering, Customer Success, and other internal teams to ensure successful customer deployments

• Proactively identify implementation risks, dependencies, and potential roadblocks, developing solutions to keep projects moving forward

• Lead customer-facing meetings, executive updates, workflow discussions, and implementation status reviews

• Manage multiple concurrent enterprise implementations while maintaining a high level of customer engagement and execution quality

• Identify opportunities to improve implementation processes, methodologies, and best practices as the company continues to scale

• Translate customer feedback, workflow challenges, and product gaps into actionable recommendations for Product and Engineering

• Take ownership of successful customer go-lives, ensuring organizations are operationally prepared and positioned for long-term success

• 8+ years of experience in enterprise implementation, professional services, healthcare technology deployment, or a related customer-facing function

• Significant experience implementing EHRs or other complex, workflow-driven enterprise healthcare software

• Proven experience independently owning large, complex enterprise customer implementations from kickoff through go-live

• Strong understanding of healthcare operations and workflows, including clinical processes, patient intake, scheduling, documentation, and/or revenue cycle management

• Experience working directly with senior customer stakeholders, including executive, clinical, operational, and technical leadership

• Comfortable managing complex deployments involving multiple work streams, stakeholders, dependencies, and competing priorities

• Strong customer relationship management skills with the ability to navigate challenging conversations, manage expectations, and influence decision-making

• Able to translate complex…