Implementation Manager Portugal - Spring 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 Implementation Manager, reporting to the Manager, Implementation, will lead a world-class customer onboarding process 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 detail-oriented project manager and trusted customer consultant, bridging internal and external teams to resolve complex issues and maximize customer programs. Success requires comfort identifying and proposing solutions when information is incomplete or evolving.

What you’ll do:

• Lead end-to-end project management for customer implementations.
• Serve as the primary customer contact during implementation and build strong relationships.
• Define and align customer requirements and expectations internally and externally, ensuring delivery by go-live.
• Own non-standard customer requirements by gathering needs, aligning resources, and turning one-off requests into repeatable processes.
• Manage project plans for internal and external stakeholders and provide timely updates.
• Identify and assess customer onboarding risks, proactively escalating them to internal leadership.
• Collaborate cross-functionally to design and implement scalable, automated improvements to the implementation process.
• Serve as a team and cross-functional subject-matter expert on the implementation process.
• Support Sales so prospects understand and feel confident about the implementation process.

What success looks like:

• Customers launch on time.
• High customer satisfaction, measured through Implementation CSAT.
• Time to first value for customers is as short as possible.Issues and risks are identified and remediated in a timely manner.
• Project teams and internal operations stakeholders stay seamlessly aligned.