Customer Success Implementation Manager

Location: Burlington, MA
Type: Full-Time, Hybrid/Remote (candidates must be able to work in the office when requested)

At Prendio BioProcure, we’re more than a procurement service; we’re a trusted eProcurement partner focused on finding savings and extending the cash runway for early-stage and growing life sciences companies bringing life-changing therapies to market. Our mission is to make procurement faster, easier, and more cost-effective so scientists can stay focused on their groundbreaking research.

Role Summary

The Customer Success Implementation Manager is responsible for leading the end-to-end onboarding experience for new customers, from contract signature through go-live and early adoption. This role manages project timelines, coordinates cross-functional teams, and serves as the primary point of contact for customers throughout implementation. Ideal candidates are strong project managers and communicators who can adapt onboarding plans based on customer needs, mitigate risks, and ensure a smooth transition to long-term success. This role is ideal for someone who thrives in fast-paced environments, takes full ownership of their work, and is energized by building and improving processes. This is a high-impact position with opportunities to grow as we expand our customer base and implementation function.

Responsibilities

Customer Onboarding & Implementation

• Own and lead the full lifecycle of customer onboarding projects, from kickoff to go-live and early adoption.
• Develop and manage detailed implementation project plans and timelines.
• Coordinate cross-functional internal teams (Product, Engineering, Operations, CS) to ensure successful execution and alignment with customer expectations.
• Conduct onboarding sessions, trainings, and readiness check-ins to ensure customer understanding and satisfaction.
• Monitor and guide customer progress to ensure key milestones are met.

Project Management & Execution

• Identify, manage, and communicate project risks, issues, and dependencies.
• Track implementation metrics, adjust plans as needed, and escalate when necessary.
• Drive resolution of customer implementation challenges through proactive problem-solving.
• Document all project updates, decisions, and outcomes in project tracking tools and CRM systems.

Customer Relationship & Communication

• Serve as the primary point of contact during the implementation phase, ensuring a seamless handoff from Sales and a strong handoff to Account Management.
• Build trusted advisor relationships by demonstrating platform knowledge and industry best practices.
• Manage customer expectations and provide clear communication around scope, roles, and responsibilities.

Reporting and Analytics:

• Maintain accurate records of customer interactions, issues, and solutions within the CRM system.
• Provide regular reports and updates to senior management on account status, team performance, and customer feedback.
• Analyze customer data and feedback to identify trends, insights, and opportunities for improvement.
• Leverage data to inform customer consultation and drive adoption of best practices.
• Manage and maintain customer scorecards and leverage output to prioritize customer outreach and work efforts.

Continuous Improvement

• Gather and document customer feedback throughout implementation to inform internal process improvements.
• Collaborate with Account Management, Product, Engineering, Services and Support teams to evolve and improve onboarding workflows and playbooks.
• Contribute to internal knowledge bases, templates, and documentation.
• Support ongoing implementation needs for high-tier or strategic customers, including new workflows, integrations, or product expansions.
• Monitor implementation data and customer usage patterns to identify missed opportunities or deviations from best practices, proactively stepping in to guide course corrections. Not just following existing playbooks, but helping to evolve and improve them as we scale.

• Bachelor’s degree in Business, Science, or related field.
• 2+ years of experience in client management, implementation, onboarding, or project management.
• Proven ability to manage multiple projects and coordinate cross-functional teams.
• Proven ability to quickly establish rapport with all levels of personnel, including executives
• Data-oriented, consultative approach to optimize engagement and value attainment with customers.
• Excellent presentation, oral and written communication skills.
• The ability to prioritize and multi-task in a fast-paced/changing environment.
• Customer-focused mindset with the ability to manage complex requirements and tight timelines.
• Experience using project management and CRM tools (e.g., Asana, Monday.com, Salesforce, HubSpot).
• Ability to work through ambiguity and adapt quickly as priorities shift in a growing, fast-moving environment.

At Prendio BioProcure, we empower life science innovators. In addition to helping biotechs execute best-in-class Source-to-Pay programs, we partner with the highest value suppliers to ensure speed, reliability, and capital preservation, and to improve the chances for scientific success.

We are building a company of driven team players who are intellectually curious, eager to learn and pursue growth, and have the stamina to make an impact in our fast-paced environment. We value high-performance teams that are built around the following competencies:

Innovative: We believe that rethinking the status quo is imperative and that new ideas can and should come from everyone on the team.

Collaborative: Every interaction, whether with a client or a colleague, should be impactful, and respectful and leave them excited to deal with you again.

Execution-Oriented and Accountable: The kind of change that is necessary will not come without breaking a few eggs, so we have the courage to be adventurous and try new things, but we also admit when something is not working, own it and do it better the next time.

Benefits:

• Blue Cross Blue Shield Health Insurance - 100% of employee premiums paid BCBS
• Dental insurance - 100% of employee premiums paid VSP
• Vision Coverage - 100% of employee premiums paid
• Flexible Spending Account Healthcare
• Health savings account with employer contribution
• 401K/Roth 401k
• Paid holidays
• Paid vacation
• Other benefits, including a complimentary subscription to the Calm app, pet insurance, legal assistance and more

Why Join Prendio-BioProcure?

• Shape the future of life science procurement by transforming how suppliers connect with groundbreaking biotech companies.
• Be part of a purpose-driven, fast-growing organization that values innovation, agility, and impact.
• Work in a collaborative, high-performance culture with strong leadership support and room to grow

Bioprocure Prendio is an equal opportunity employer and is committed to creating a diverse and inclusive workplace. We prohibit discrimination and harassment of any type and afford equal employment opportunities to employees and applicants without regard to race, color, religion, sex, national origin, age, disability status, genetic information, or any other characteristic protected by law.

This job description does NOT constitute an employment agreement between the employer and employee and is subject to change by the employer as the organizational needs and requirements of the job change.