Manager, Customer Deployment
$180k - $205k USD
About Brellium
Brellium's mission is a big one – to improve the standard of care across the US healthcare system. We’ve built AI-powered technology that helps healthcare providers deliver safer, higher-quality care - starting with the first real-time medical review platform built to fix clinical and compliance risks before they impact patients.
Each year, 1 in 20 people in the U.S. experiences a medical diagnostic or compliance-related mistake. Most providers lack the time, staffing, and tools to mitigate these issues - so they go unnoticed, impacting care quality and increasing clinical and financial risk.
Brellium is building the AI-powered platform that helps providers deliver safer, more consistent care by mitigating risk early and aligning patient visits with clinical best practices. Our goal is to give every provider in the U.S. the tools to deliver clinically excellent, data-driven care - at scale.
Brellium was founded in 2021. Since then, we’ve grown to serve over 250,000 providers across all 50 states who use Brellium to take better care of their patients and ensure data-driven, compliant care. We’re a Series A company with over $30MM in funding from First Round Capital, Left Lane Capital, and Menlo Ventures.
The Role
We're looking for a Manager, Customer Deployment to own the day-to-day operations of Brellium's Implementation team while partnering closely with the VP of Customer Success to shape and execute the team's strategic vision. This is a full people management role—you will not carry your own book of implementations—but you'll stay close to the work through team coaching, strategic customer escalations, and a deep understanding of what best-in-class technology & services deployment looks like in our space.
You'll inherit a team of 4 Implementation Managers today, with plans to grow to ~9 by year-end. A key part of your mandate will be identifying and developing the next team lead from within—someone who can step in to manage day-to-day and eventually take on junior IM development as the team scales.
What You'll Own
Directly manage a team of 6 Implementation Managers, growing to up to 9 by end of year
Identify and intentionally develop the next team lead within the IM org—someone who can take on day-to-day responsibilities and begin managing junior IMs as the team scales
Build a high-feedback, high-growth team culture—you give direct, thoughtful feedback routinely and coach others to do the same; this team has a high bar for excellence and the person in this role must raise it, not just meet it
Partner with the VP on hiring: from building the profile to interviewing to onboarding, you'll help maintain the quality bar for who joins the team
Conduct structured 1:1s and development plans that help each IM grow meaningfully, with clear expectations and accountability
Lead the development of all implementation playbooks, including new processes and change management, as well how we onboard new employees
Operational Excellence
Own the day-to-day health of the implementation pipeline: project timelines, customer milestones, team capacity, and escalations
Drive meaningful reduction in implementation cycle times, and drive continuous improvement of how we measure and define KPIs in a way that delivers more optimized outcomes for our customers
Build and maintain the operational infrastructure, including but not limited to: HubSpot dashboards, external-facing project management frameworks, customer-facing training and support documentation, and a comprehensive onboarding model that goes well beyond initial deployment
Establish and track team KPIs, surfacing insights and blockers to the VP on a regular cadence
Strategic Influence & Rollout
Be the VP's operational partner: you won't own strategy end to end, but your proximity to the team and customers should actively shape it—and you'll be the key player in making it real
Lead the rollout of strategic initiatives across the team—new tooling, process changes, structural shifts—ensuring buy-in, clear communication, and follow-through
Serve as a key stakeholder in the development of Cortex, Brellium's internal product being built to expand IM capabilities; you'll translate team needs into product feedback and ensure adoption as it rolls out
Cross-Functional Collaboration
Serve as the primary operational liaison between Implementation, Engineering, and Product—managing workflow, prioritization conversations, and reducing IM dependency on eng resources over time
Partner with Sales to close pre-sales to strengthen Sales to IM handoff in order to optimize the customer experience during implementation
Work with the CSM team to improve the handoff experience post-implemenation; you'll help design a more coherent, trust-building transition that makes the customer journey feel intentional
Step in on strategic customer escalations where bringing in a more senior resource or coaching an IM through a difficult situation is the right call
What We're Looking For
Experience
5–8+ years in implementation, solutions engineering, technical customer success, or professional services at a SaaS company or consulting firm
2+ years of direct people management experience, including hiring, performance management, and team development
Proven track record of building or scaling implementation operations in a high-growth environment, ideally at a company going through meaningful ARR or headcount growth
Experience supporting a range of customer segments (SMB through Enterprise), with direct exposure to enterprise project management, stakeholder communication, and executive-level engagement
Background in or strong familiarity with healthcare, care delivery, or compliance-sensitive industries is a strong plus—ABA, Behavioral Health, or Hospice experience is especially relevant
Skills & Competencies
Feedback culture practitioner: you give direct, kind, high-quality feedback habitually—and you can build that norm on a team that already holds itself to a high standard
Operational rigor: you build systems, not just processes; you document, measure, and iterate
Technical fluency: you don't need to write code, but you need to understand what engineers are doing, speak credibly about technical constraints, and know how to reduce unnecessary eng dependencies in an implementation workflow
Strong written communication: you can write a crisp escalation summary and a detailed onboarding playbook with equal care
Comfortable in ambiguity and low process maturity—you see the blank canvas as an opportunity and know how to prioritize ruthlessly when everything feels urgent
Coaching instinct: you can identify what an IM needs to grow—whether that's skill development, confidence, or a harder conversation—and you know how to deliver it
Mindset
You hold yourself and your team to a high bar, and you do it in a way that brings people along
You're energized by building—team culture, process infrastructure, documentation, and capability
Low ego: you're a strategic partner to the VP, not a solo operator; your success is measured by the team's performance, not your individual output
You're an advocate for both customers and your team—and you know when to prioritize which
What Success Looks Like
In your first year, success means:
Implementation cycle times are measurably shorter, and you can point to specific process changes, reduced eng dependencies, or tooling improvements that drove it.
An enterprise implementation framework exists and is in use; customers have visibility into their implementation, and the team is no longer winging it for complex accounts.
A baseline library of customer-facing training and support documentation exists and is being actively used; not just by the team, but by customers navigating onboarding on their own.
The handoff from Implementation to CSM is cleaner; customers understand the transition, don't experience it as losing a resource, and the two teams have a shared playbook for making it work.
Team members you've managed directly are producing stronger work and can articulate what "great" looks like on their own, and employee engagement is healthy as a result.
You've identified the next team lead and they're already beginning to take on more; the org isn't solely dependent on you to run day-to-day.
The VP of CS has more confidence that the day-to-day is handled, and the two of you are spending your time together on strategy, not firefighting.
Why This Role, Why Now
Brellium's Implementation team is at an inflection point. We're moving from a scrappy, reactive function to a mature deployment organization—one that will eventually operate more like a professional services org, supporting customers across their entire lifecycle rather than just at launch. The person in this role will have real influence over what that looks like. There's foundational infrastructure to build, a team to develop, and an opportunity to define what great implementation looks like in the care delivery space.
Compensation: $180,000-$205,000
We are committed to offering a comprehensive and competitive total rewards package, including robust health benefits, commuter benefits, and meaningful ownership opportunities through equity. Compensation decisions are made holistically, ensuring fairness and alignment with market benchmarks while recognizing individual contributions and potential.
Benefits offered include:
401(k) Retirement Savings Plan
Equity Compensation
Dinner Provided via DoorDash & stocked kitchen for NY employees
Medical, Dental, and Vision coverage coverage of up to 100% premiums for you and your family
HSA / FSA
11 paid holidays each year
Unlimited PTO
Training and professional development
Hybrid Work Schedule (4 days onsite, 3 if located > 1 hour away)
What it means to be "One of Us"
Bias to Action: Brellium teammates do not wait to make reversible decisions or seek unnecessary approval. We quickly decide and move forward. If the decision was incorrect, we quickly reverse it and move forward.
Thinks for themselves: Brellium teammates do not take things at face value. We ask "why" until base truth is reached. If a better solution is present, Brellium teammates use it, regardless of status quo.
Negative Maintenance: The opposite of high maintenance isn’t low maintenance - it’s negative maintenance. Brellium teammates are poised under pressure, self-motivated, self-improving, self-disciplined, self-aware, and non-defensive.
Expect Excellence: We hold ourselves to exceptionally high and continuously rising standards. We strive for thoughtfulness in our decision making, and for speed and quality in our execution. We acknowledge trade-offs and communicate proactively.
Communicate with Clarity: Brellium teammates communicate concisely, directly, and purposefully. We optimize for ensuring our points are easily understood the first time.
We are aware of fraudulent job offers claiming to be from Brellium. All legitimate communication comes from brellium.com, or no-reply@ashbyhq.com, and we will never ask for money or sensitive personal information as part of our hiring process. If there are any questions please direct them to peter@brellium.com