Implementation Manager

About the role We're looking for a highly technical, customer-obsessed Implementation Manager who loves getting complex software live and working in the real world. At Flossy, we're tackling a particularly interesting challenge: how do you deploy AI agents that can reliably perform the work of experienced front-office employees, at every location of a multi-location business? Every practice runs a little differently. Each one has its own scheduling rules, insurance policies, call-handling preferences and ways of working with patients. Getting an AI agent to handle that work well means understanding it deeply first. As our Implementation Manager, you'll own the technical side of every customer deployment, from kick-off through go-live and beyond. You'll learn how each practice operates, turn their workflows into agent configuration, test every launch, and make sure our agents perform from day one. This is a technical, customer-facing role. You'll lead integration, configuration and QA, support customers through training and go-live, and stay on as their technical point of contact after launch. Our Customer Success team owns the overall customer relationship, including ongoing communication, business reviews, renewals and expansion. That leaves you free to focus on making the product work for every customer. Your work might include:

• Integrating Fiona, Reid, Betsy and Michael with practice management systems, phone systems and real-time scheduling data.

• Translating scheduling rules, practice policies and call-handling preferences into agent configurations that hold up in real patient conversations.

• Running multi-location rollouts that turn successful pilots into org-wide deployments.

• Building templates, playbooks and tooling that make every implementation faster than the last.

• Diagnosing issues on live accounts and bringing what you learn back to Product and Engineering.

You'll have meaningful autonomy, direct access to customers, and the opportunity to shape how Flossy deploys AI agents as we grow.

In This Role, You Will...

• Own implementation end to end. Take each customer from kick-off through integration, configuration, QA and Flossy HQ training to a supported go-live, on fast and predictable timelines.

• Work directly with customers on the technical details. Partner with practice teams to understand how they operate, where their workflows break down, and what our agents need to do to support them.

• Configure AI agents that perform. Translate complex practice workflows into clear agent configurations, and make thoughtful calls on where to customize and where to standardize.

• Own quality before go-live. QA every build end to end, catch issues before customers do, and set every pilot up to hit its success criteria.

• Be the technical point of contact after launch. Support customers through training and go-live, troubleshoot issues on live accounts, and partner with Customer Success, who owns the ongoing relationship.

• Measure what matters. Track go-live timelines, launch quality and agent performance to understand what's working and improve outcomes.

• Help shape how we implement. As an early member of the team, build the playbooks, templates and processes that let Flossy launch customers faster as the company scales.

Your Background Looks Like...

• 3+ years of relevant experience in implementation, onboarding, solutions engineering or technical customer success at a B2B SaaS company.

• A track record of getting software live for customers and delivering measurable results.

• Strong technical acumen. You're comfortable working with integrations, APIs and systems data, and you can troubleshoot when something breaks.

• Excellent judgment. You can identify what a customer actually needs, distinguish important requirements from edge cases, and make thoughtful tradeoffs.

• You're hands-on and organized, and you enjoy running many launches at once on tight timelines.

• Excellent communication skills and the ability to work closely with practice owners, front-office teams and engineers.

• Comfort operating in ambiguous, fast-moving environments where priorities evolve as you learn.

EVEN BETTER IF YOU HAVE

• Experience implementing AI-native products, particularly conversational AI, voice agents or workflow automation.

• Familiarity with practice management systems.

• Experience rolling out software across multi-location groups or franchises.

• Previous experience as an early employee at a high-growth startup.

• Experience with dental, healthcare or other industries with complex operational workflows.

Why Flossy You'll join at a stage where every launch you run has an immediate impact on customers and shapes how Flossy grows. We're a fast-growing startup that values ownership, curiosity and speed. We launch quickly, learn from real customer usage, and continuously improve what we've built. You'll work closely with people who care deeply about customer outcomes and are excited to solve problems that haven't been solved before. If you enjoy getting close to customers, working hands-on with emerging AI capabilities, and turning pilots into lasting partnerships, we'd love to meet you.