Product Implementation and Customer Success Manager (PICS)
Type: Full-Time
Location: Hybrid
About H2O
Holistic Hospital Optimization (H2O) is a startup that provides a holistic AI and optimization software platform that enhances healthcare delivery by addressing operational constraints that health systems face every day. From the beginning, our goal has been simple: to use the most advanced AI, machine learning, and optimization to give health systems tools that improve patient care and access, hospital operations, and financial performance.
Our team is made up of world-class data scientists, AI developers, PhD-level researchers, and leading clinical professionals. As we work to transform healthcare, we are helping hospitals strengthen care quality and operational efficiency, protect clinical resources, reduce costs, and support healthier communities.
Role Overview
The Product Implementation and Customer Success Manager (PICS) is a pivotal leadership role responsible for guiding hospital clients through the full lifecycle of H2O platform adoption. From initial deployment through long-term value realization, you will own the implementation strategy, customer onboarding experience, change management process, and ongoing customer success model. Initially, this role will operate as an individual contributor with direct responsibility for all implementation and customer success activities while working closely with a cross-functional team to support delivery and adoption efforts. As the company grows, the role will build and lead a team of implementation and customer success professionals.
Serving as a trusted advisor to hospital executives, clinical leaders and IT stakeholders, the role will bridge the gap between our data science team and the operational realities of hospital environments. You will ensure our AI-powered software integrates seamlessly with existing EMR infrastructure and delivers measurable clinical, operational, and financial outcomes for our clients.
Key Responsibilities
• Lead end-to-end software implementations of the H2O platform across health system clients, from discovery and scoping through go-live and post-deployment optimization.
• Develop and maintain comprehensive implementation and change management plans using both waterfall and agile methodologies, adapting approach to client complexity, operational workflows, and regulatory requirements.
• Manage concurrent multi-site hospital deployments, coordinating cross-functional resources including data science, engineering, and clinical informatics.
• Oversee EMR integration workstreams, ensuring reliable data exchange between H2O and client systems (Epic, Cerner, Meditech, and others).
• Define and enforce implementation standards, playbooks, and quality checkpoints to drive consistency and reduce time-to-value.
Implementation Leadership
Customer Success Management
• Build and sustain executive-level relationships with hospital CIOs, CMIOs, and operational leadership, translating their strategic goals into measurable platform outcomes while developing highly satisfied, referenceable client partners.
• Establish and track customer health metrics, usage benchmarks, and ROI indicators to proactively identify at-risk accounts and drive renewal and expansion.
• Lead quarterly business reviews (QBRs) with key stakeholders, presenting outcome data, product roadmap updates, and strategic recommendations.
• Champion the voice of the customer internally, partnering with Product and Engineering to surface client-driven feature priorities and workflow enhancements.
• Develop escalation protocols to ensure rapid resolution of critical issues impacting clinical workflows or data integrity.
• Leverage SaaS software capabilities to configure, validate, and present data analytics outputs tailored to hospital client reporting needs and regulatory requirements.
• Design dashboards and performance reporting frameworks that communicate platform value in clinically and operationally meaningful terms.
• Partner with the data science team to ensure client-specific SaaS workflows are properly implemented, tested, and documented.
Analytics and Reporting
Required Qualifications
• 5+ years of experience in Healthcare IT, including direct experience implementing clinical or administrative software within hospital or health system environments.
• Hands-on experience implementing SaaS software in a healthcare or life sciences environment, including dataset configuration, validation, and output delivery.
• Proficiency in both waterfall and agile project management methodologies, with the ability to flex approach based on client and project requirements.
• Deep familiarity with hospital EMR platforms (Epic, Cerner, Meditech, or equivalent) and healthcare data standards including HL7, FHIR, and CDA.
• Excellent executive communication skills, with the ability to translate complex technical and analytical concepts for clinical and administrative audiences.
• Strong track record of managing complex, multi-stakeholder enterprise software implementations on time and within scope.
• Willingness and ability to travel to client hospital sites up to 40% of the time.
Preferred Qualifications
• 3+ years of experience in implementation, customer success, or people leadership within a SaaS or healthcare technology environment preferred. This role will begin as an individual contributor, with the opportunity to build and lead the team as the company grows.
• PMP certification or equivalent project management credential.
• Experience with AI or machine learning platform deployments in clinical settings.
• Familiarity with HIPAA compliance requirements and healthcare data governance frameworks.
• Background in clinical operations, hospital administration, or clinical informatics.
• Experience working in a high-growth startup or early-stage technology company.
• A mission-driven environment where your work directly improves patient outcomes across healthcare.
• Collaboration with a world-class, MIT-trained data science team at the frontier of applied AI in healthcare.
• Competitive base salary and performance bonus in a high-growth startup.
• Comprehensive benefits package including medical, dental, and vision coverage.
• Flexible hybrid work environment with support for home office setup.
• Generous PTO policy and a culture that respects work-life balance.
• Continuous learning support including conference attendance, certification reimbursement, and access to professional development resources.