Customer Success Implementation Manager Jobs in Kentucky

Soulside AI is an enterprise AI platform built specifically for behavioral health. We automate clinical documentation, chart audits, and RCM processes so treatment organizations can protect clinician capacity, stay audit-ready, and capture the revenue their care already earns. Our platform cuts documentation time by more than 80%, achieves near-universal voluntary clinician adoption, and solves the hardest problem in behavioral health AI: fully automated group session documentation with individualized notes for every participant.

We serve a growing portfolio of behavioral health organizations across the full continuum of care, from residential and PHP/IOP programs to outpatient, community mental health, substance use, and eating disorder treatment, and we integrate with the EHRs our clients already use. We are growing fast, and the client success function is where our product promises become client reality.

You will own the day-to-day operational engine of our client portfolio: running implementations, delivering training, triaging support, and keeping every cross-team commitment tracked to closure. You are the reason clients feel taken care of every single day, and the reason nothing falls through the cracks as we scale.

This is a high-ownership role at an early-stage company. You will work directly with the Director of Client Success, with a direct line to engineering, and what you do here becomes the playbook for the CS function as it grows.

Above everything else, you care about our clients and the work they do. They are treating people at the hardest moments of their lives, and you never lose sight of the fact that every ticket, every training, and every template exists in service of that. If that doesn't move you, this isn't your role.

You are hungry. You want more ownership than most jobs will give you, and when you commit to something, it gets done without anyone checking. You are amazing with people: clinicians, executives, and engineers all trust you quickly, and you can read a room, calm a frustrated user, and hold your own in a technical conversation in the same afternoon. You genuinely love software and technology: learning a new tool, tightening a workflow, digging into product details, and finding creative solutions to problems that don't have a playbook yet. You bring a point of view instead of waiting for direction, and you anticipate what a client will need before they ask. Breadth energizes you: running a training in the morning, untangling a workflow question at noon, and closing out a ticket queue by end of day is your kind of day. When something breaks, you own it: document it clearly, fix the process behind it, and make sure the client never feels like they're chasing you.

Account ownership

Own a book of 6-8 accounts end to end: weekly touchpoints, adoption tracking, renewals readiness, and being the client's first call

Maintain the single source of truth for what was promised to whom and by when, across clients and internal teams

Draft and send client communications, escalating strategic or sensitive threads to the Director

Implementation and training

Run implementation logistics for new client launches: kickoff scheduling, workflow mapping, template intake, hardware surveys and deployment, and go-live coordination

Deliver training to clinicians, supervisors, and admin staff, and drive adoption from first login through steady-state usage

Track each launch against clear milestones so go-lives are measured, not assumed

Support and triage

Own first-line triage of client-reported issues in our ticketing system: reproduce, document with screenshots and steps, prioritize, and route to engineering with clear context and target dates

Follow every escalation to closure and communicate status back to clients proactively

Identify recurring issues and turn them into process fixes, documentation, or product feedback rather than repeat tickets

Operations and documentation

Own recurring client deliverables (e.g., weekly schedule uploads and data hygiene tasks)

Build and maintain SOPs, training materials, knowledge base articles, and quick-reference guides

Keep account status current so anyone in the company can see where every client stands in ninety seconds

4+ years in healthcare implementation, customer success, EHR support, or clinical operations

Hands-on experience with a major EHR platform; comfort learning new systems quickly, because how you think matters more than which system you know

Strong understanding of clinical workflows and the realities of behavioral health or medical practice operations

Working knowledge of HIPAA

Experience running trainings and supporting non-technical end users with patience and clarity

Exceptional written communication: clear, thorough, screenshot-friendly support responses that leave zero ambiguity

Self-directed and organized: you can run multiple implementations and a ticket queue simultaneously without being managed task by task

Experience at a behavioral health, mental health, SUD, or eating disorder treatment organization (clinical or operational)

Experience at an early-stage health tech or AI company

Experience with a ticketing or support platform (Zendesk, Intercom, or similar)

Competitive base salary plus early-stage equity

The chance to build the client success function at a company defining a new category in behavioral health AI

548 Market St, PMB 48695
San Francisco, California 94104-5401 US