Role Mission

You own the health system relationship after go-live — and you own what happens to it next. Your mandate is retention, measurable clinical and operational outcomes, and expansion from a first live use case into a platform footprint across the system.

This is not a deployment role. Our Implementation Managers own configuration, data onboarding, and the run to go-live. You take the account from there and answer a different question: is this health system getting the outcomes it bought, does its executive team know it, and what is the next use case?

This role exists because the hardest part of selling AI into health systems is not the first launch — it is the second one. Systems that see real results in post-discharge follow-up should be running care gap closure, chronic disease management, and preventive outreach within a year. Someone has to prove the first program worked, keep the sponsor coalition intact through leadership turnover, and make the case for the next program in the language of the CNO, CFO, and CMO.

 

What You Will Accomplish

By day 90: you will have taken over a portfolio of live health system accounts, built an outcomes baseline for each, and delivered your first executive business review presenting measured program performance against the metrics the customer bought. You will have mapped the full stakeholder landscape in each account and identified at least one qualified expansion opportunity per account.

At 12 months: you will have delivered gross retention on your book, sourced and influenced expansion into new use cases across multiple health systems, established the outcomes reporting model HAI uses with all provider customers, and converted at least one customer into a public reference.

 

The Team

You'll report into Customer Success leadership and work alongside Implementation, Clinical, Product, Engineering, and Sales. You'll partner with health system CNOs, CMOs, VPs of Care Management and Population Health, service line leaders, quality teams, and nursing operations. This role requires equal parts executive presence and operational credibility with the floor.

 

What You'll Do

• Own retention and growth on a named book of health system accounts — carry gross and net retention targets, own the renewal narrative, and source and influence expansion into new use cases and service lines

• Build and defend the outcomes case — define, instrument, and report the metrics each health system bought (readmission reduction, care gap closure, contact and completion rates, nursing time returned to the bedside, cost per completed outreach) and translate them into an executive-ready business case

• Run quarterly and annual executive business reviews with clinical, operational, and financial leadership — performance, peer benchmarking, and the agenda for next quarter