Senior Implementation and Customer Success Manager

About CommunityConnect Labs

CommunityConnect Labs empowers governments to engage and deliver effective services. Our SMS, IVR, and chatbot platforms help state and local agencies improve health outcomes, support public benefit enrollment, and reduce procedural churn.

We've helped over 10 million people access essential services. Our work has generated billions in impact and earned recognition from Twilio, Amazon, and New Media Ventures.

The Opportunity

Ready to scale digital outreach that changes lives? We need a Senior Client Success & Implementation Manager who turns complex government challenges into seamless, high-impact campaigns.

You'll own our biggest accounts—state agencies, health systems, major nonprofits—driving implementations that reach millions. You'll architect sophisticated SMS and chatbot solutions and be the trusted advisor clients call when the stakes are highest.

Key Responsibilities

• Strategic Implementation & Client Leadership
• Own enterprise implementations for state agencies and major health systems
• Manage C-level relationships and drive organization-wide adoption
• Develop implementation playbooks and mentor junior team members

Technical Leadership & Product Configuration

• Architect sophisticated SMS/chatbot workflows handling millions of interactions
• Turn client goals into bulletproof technical specifications
• Partner with engineering on custom integrations and platform innovations

Data Analysis & Reporting

• Build dashboards that prove ROI and drive strategic decisions
• Create compelling executive reports that secure renewals and expansions
• Use predictive analytics to anticipate client needs and prevent churn

Cross-Functional Leadership

• Lead process improvements across implementation and customer success
• Drive upsell and expansion conversations with strategic accounts
• Serve as voice of customer in product development discussions

Qualifications

Required

• 6+ years leading client success or digital campaign implementations
• 2+ SMS/chatbot expertise: Hands-on experience building mobile messaging campaigns
• Data-driven mindset: Experience with reporting and analytics tools (SQL, Tableau, etc.) with eagerness to dive deeper into campaign performance insights
• Enterprise credibility: Managing complex client relationships and high-value implementations
• Technical fluency: Troubleshoot workflows, interpret logs, collaborate with engineering
• Leadership experience: Managing teams and driving process improvements
• Mission alignment: Commitment to serving underserved communities

Preferred

• Government agency or health system experience
• Civic tech or public health technology background
• API integrations and compliance knowledge (HIPAA, government sectors)

Why Join Us

• Mission impact: Your work helps millions access healthcare, housing, and essential services
• Strategic influence: Shape how governments leverage technology to serve communities
• Remote-first culture: Work anywhere with a results-focused team
• Growth opportunities: Expand leadership responsibilities in a fast-growing organization

Compensation & Benefits

• Competitive senior-level salary
• Full health, dental, vision coverage + generous PTO
• Professional development stipend
• Travel opportunities (10-15%)