Implementation Manager

Implementation

Full-time

Hybrid

About Ritten

Ritten is building the next generation of Electronic Health Records (EHR) and practice management tools for
Behavioral Health providers. We empower clinicians and admin teams with intuitive software that simplifies care
delivery, improves outcomes, and supports sustainable growth. Backed by top-tier investors, we’re scaling quickly
and on a mission to transform behavioral health.

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Role Overview

As an Implementation Manager at Ritten, you are the primary point of contact for a customer from the
moment they are handed off from Sales through go-live and into post-launch stabilization. Your job is
equal parts project manager, technical consultant, coach, and trusted advisor.

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You are not just configuring software. You are guiding behavioral health organizations through a
meaningful operational change, and your work directly determines whether that change lands smoothly or
struggles to take root. The best IMs at Ritten are organized enough to keep a project on track, technical
enough to understand the platform deeply, and people-savvy enough to earn the trust of everyone from a
front-line coordinator to a C-suite executive.

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This is a client-facing role that reports to the Head of Implementation. We’re looking for someone who is
energetic, proactive, and who thrives in a fast-paced environment. The ideal candidate communicates
exceptionally well, operates independently, and takes genuine pride in the success of their customers.

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Location / Work Policy‍

We’re a remote-friendly hybrid company. Most of our engineering team works remotely, with an
expectation of ~1–2 days per week in-office for those based near Philadelphia, Denver, or New York
City.

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Key Responsibilities:

Project & Implementation Management

• Own the full implementation cycle for an assigned portfolio of customers, from Sales handoff
  through go-live and post-launch stabilization
• Build, maintain, and drive detailed project plans using project management tolling, keeping all
  tasks, milestones, and dates accurate and current
• Run structured kickoff, configuration, testing, and training phases in line with Ritten’s
  implementation methodology
• Identify and manage risks proactively; escalate early when timelines or relationships are at risk
• Conduct formal go-live readiness reviews before every launch, and monitor customers closely in
  the weeks following go-live

Customer Partnership

• Serve as a trusted advisor to customer stakeholders at all levels, from day-to-day users to
  executive sponsors
• Manage customer relationships with a high degree of professionalism, responsiveness, and
  proactive communication
• Coach customers through configuration and testing–build their knowledge and ownership of the
  platform
• Facilitate end user training and prepare the full customer organization for go-live, not just the
  project team

Cross-Functional Collaboration

• Partner closely with Sales during the handoff process to absorb customer context before Kickoff
• Work with Product and Engineering to surface customer feedback and advocate for platform
  improvements
• Collaborate with Account Management and Support to ensure smooth customer transitions and
  continuity of care

Process & Tooling

• Maintain accurate customer lifecycle data in a customer success platform, including lifecycle
  stage, key dates, and predicated launch dates
• Contribute to the ongoing improvement of Ritten’s implementation process, templates, and
  tooling
• May require up to 10% travel within the US.

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Qualifications

What We're Looking For

• 2-3+ years of experience in a client-facing implementation, project management, or technical
  consulting role, preferably within healthcare software or SaaS
• Demonstrated ability to manage multiple complex projects simultaneously with a high degree of
  organization and accountability
• Exceptional written and verbal communications skills; able to clearly convey status, risk, and next
  steps to both technical and non-technical audiences
• Strong technical aptitude; comfortable learning new software platforms quickly and guiding
  others through them
• A coaching mindset: you build customer capability rather than creating dependency
• A proactive, solutions-oriented approach to problem-solving; you surface blockers early and drive
  them to resolution
• Comfortable operating independently in a fast-paced, evolving environment
• Experience with project management tools and CRM or customer success platforms a plus