Senior Implementation Manager (Portugal)

## **Our mission: e**liminating every barrier to mental health. Spring Health is a global mental health company on a mission to eliminate every barrier to mental health. We're building a world where getting support is simple, personal, and built around the person, so care can continue through every job, move, health plan, and life stage. Our AI-native platform helps us deliver personalized support across self-guided tools, coaching, therapy, medication management, and specialty care. With outcomes independently validated by JAMA Network Open and the Validation Institute, Spring Health reaches more than 170 million people worldwide through leading employers, health plans, and partners. As an AI-native company, we believe technology should expand the reach, quality, and humanity of care. Every Spring Health team member is expected to use AI tools thoughtfully, apply human judgment to AI outputs, and keep building AI fluency in ways that support their role and our mission. The Senior Implementation Manager, reporting to the Manager, Implementation, will independently lead complex, high-impact customer onboarding from the transition out of Sales through the handoff to Customer Success. This role will be Spring Health’s primary implementation resource for customers based in EMEA and will also support US-based customers where time-zone alignment allows. You will serve as a strategic project leader and trusted customer advisor, bringing in-depth implementation expertise, strong analytical judgment, and cross-functional influence to align stakeholders, resolve complex issues, and maximize customer outcomes. Success requires making sound decisions amid ambiguity, anticipating downstream risks, and converting lessons across implementations into scalable improvements. Occasional travel may be required for company or team meetings/events. **What you’ll do:** - Lead end-to-end project management for complex, high-impact customer implementations, independently determining the approach, governance, and path to go-live. - Serve as the primary customer contact and trusted advisor during implementation, building strong relationships with senior customer stakeholders. - Define and align customer requirements, success criteria, and tradeoffs internally and externally, ensuring cross-functional delivery by go-live. - Own ambiguous and non-standard customer requirements by diagnosing root needs, evaluating options and risks, and turning recurring requests into scalable models, processes, and playbooks. - Manage integrated project plans and multiple workstreams for internal and external stakeholders, synthesizing status, decisions, dependencies, and risks for audiences ranging from delivery teams to senior leaders. - Anticipate and own customer onboarding risks, make timely decisions with incomplete information, and drive mitigation and escalation through resolution. - Collaborate cross-functionally to design and implement scalable, automated, and AI-enabled improvements to the implementation process; measure impact and adjust based on evidence. - Serve as a team and cross-functional subject-matter expert, frequently advising others on complex implementation matters and raising quality and consistency across the portfolio. - Partner with Sales and other stakeholders to shape implementation strategy for complex prospects, set realistic expectations, and protect delivery quality. **What success looks like:** - Complex customers launch on time with clear governance and no surprises. - High customer satisfaction, measured through Implementation CSAT, and trusted relationships with senior customer stakeholders. - Time to first value is reduced while scope, quality, and risk are managed thoughtfully.Issues and risks are anticipated early, resolved with sound judgment, and converted into stronger prevention for future implementations. - Project teams and internal operations stakeholders stay aligned through clear decisions, tradeoffs, and executive-ready communication. - Department scalability initiatives deliver measurable improvements in efficiency, quality, and customer outcomes. **What you’ll bring:** - Bachelor’s degree or equivalent practical experience. 5+ years of experience in implementation, customer success, account management, client services, and/or client operations, including independently leading complex, cross-functional customer implementations. - Experience creating and operationalizing cross-functional product requirements documents, standard operating procedures, playbooks, or operating models. - Advanced experience with customer relationship management and project management tools, such as Salesforce and Rocketlane, plus a track record of using data, automation, or AI to improve execution and decision-making. - Strong analytical, listening, and executive communication skills, with the ability to identify root causes, evaluate options and tradeoffs, and translate analysis into clear recommendations.High integrity, strong organizational skills, attention to detail, humility, resourcefulness, ambition, professionalism, and a proactive approach. - Demonstrated ability to influence senior internal and external stakeholders, adapt communication to different audiences, and align teams around complex customer needs without relying on formal authority. - Sound judgment in ambiguous or evolving situations, with the ability to determine an approach, make timely decisions, and own outcomes across handoffs and dependencies. - A deep passion for transforming mental healthcare and eliminating barriers to care. - Multilingual, with professional fluency in English and at least one additional language relevant to the customers this role will support. - Willingness and ability to travel as necessary, approximately 10%. **Nice to have:** - Experience leading enterprise or global implementations in HealthTech, employee benefits, mental health, or a similar industry. The target base salary range for this position is **€46,400 - 53,360 EUR** and is part of a competitive total rewards package including benefits. Individual pay may vary from the target range and is determined by a number of factors including experience, location, internal pay equity, and other relevant business considerations. We review all employee pay and compensation programs annually using [**Radford Global Compensation Database**](https://springhealth.link/jd-2022-09-radfordcomp)at minimum to ensure competitive and fair pay. **Not sure if you meet every requirement?** [Research shows](https://pubsonline.informs.org/doi/10.1287/mnsc.2023.4907) that women and people from historically underrepresented communities often hesitate to apply for roles unless they meet every qualification compared to other similarly-qualified candidates. At Spring Health, we are committed to fostering a workplace where everyone feels valued, empowered, and supported to [Thrive](https://www.springhealth.com/careers). If this role excites you, we encourage you to apply. ***Our privacy policy:***[***](https://springhealth.com/privacy-policy/) *Spring Health is proud to be an equal opportunity employer. We do not discriminate in hiring or any employment decision based on race, color, religion, national origin, age, sex, marital status, ancestry, disability, genetic information, veteran status, gender identity or expression, sexual orientation, pregnancy, or other applicable legally protected characteristic. We also consider qualified applicants regardless of criminal histories, consistent with applicable legal requirements. Spring Health is also committed to providing reasonable accommodations for qualified individuals with disabilities and disabled veterans. If you have a disability or special need that requires accommodation, please let us know.*