Senior Client Delivery Manager

Aidin

45d•Remote

About The Position

Aidin is looking for a Senior Client Delivery Manager to own critical client relationships during implementation, serving as a trusted advisor to health system leadership while building scalable delivery systems that set clients up for long-term success. You'll quarterback the client onboarding journey from contract signature to go-live, managing the team executing technical integrations, training clinical staff and post-acute providers, and driving change management with hospital leaders. This is an opportunity to refine and scale the implementation and client delivery function. You'll operate as a strategic partner to healthcare systems, translating complex challenges into executable implementation plans. You'll own client relationships end-to-end, serving as the primary escalation point for hospital directors and VPs. Rather than just executing a playbook, you'll co-create it, bringing best practices and adapting them to our realities. You won't wait for problems to find you: you'll proactively hunt for patterns, separate signals from noise, and drive systemic improvements. This role will report to the Director of Onboarding.

Requirements

5-8 years of experience in management consulting, implementation, client success, or client delivery in healthcare technology and/or in B2B SaaS
Track record of building or significantly evolving processes in ambiguous environments – not just executing established playbooks
Exceptional client relationship management – comfortable serving as trusted advisor to health system directors, VPs, and C-suite stakeholders
High EQ and stakeholder management skills – can read the room, influence without authority, and navigate organizational politics to keep implementations moving
Strong problem-solving and pattern recognition – diagnose root causes, structure ambiguous problems, spot systemic issues before they're assigned to you, and make sound judgment calls on what matters most
Data fluency – comfortable pulling, analyzing, and interpreting implementation metrics to identify trends, diagnose issues, and make data-informed decisions; can translate data into actionable insights
Excellent communication – can articulate complex ideas clearly, adapt messaging for different audiences (technical teams to C-suite), and manage difficult conversations
Experience coaching or managing 2-4 people, with ability to develop their strategic thinking and client management skills
Ability to thrive in startup or high-growth environments where you define how things should work

Nice To Haves

Healthcare domain knowledge (prior authorization, care transitions, post-acute care, EMR integrations) is a plus, but not required
Someone who can challenge us constructively – push back when our approaches won't work, propose alternatives backed by data and analysis, and help us think more strategically
Intellectual curiosity and ownership – you constantly ask 'why' and 'how could this be better?', define what success looks like, and drive improvements without waiting to be told what to do
Strategic thinking with practical execution – you understand best practices and frameworks but adapt them to our stage, resources, and client needs rather than applying them rigidly
Client-centric mindset - you genuinely care about your clients' success and can balance their needs with our internal objectives to create win-win outcomes

Responsibilities

Own strategic client relationships end-to-end from contract signature through go-live, serving as trusted advisor and primary escalation point for health system directors and VPs
Proactively diagnose implementation challenges and hunt for improvement opportunities: spot patterns across implementations, conduct root cause analysis, interpret data, and distinguish signal from noise to drive systemic improvements
Co-create and evolve our implementation playbook, bringing best practices from your experience while adapting them to healthcare IT realities and our startup context
Coach and develop the implementation team, building their strategic thinking, judgment, and client management capabilities
Coordinate cross-functionally with Sales, Product, Customer Success, and Engineering to ensure seamless handoffs and rapid issue resolution
Establish implementation standards, success metrics, and scalable processes as we grow
Balance competing stakeholder priorities: ensure we deliver on client commitments while managing scope, maintaining standards, and protecting team capacity

Benefits

Flexible remote work environment
Generous PTO Policy, plus 12 national holidays
Several Team Offsites each year where we come together and align on our vision, mission, values, and strategic initiatives
Comprehensive benefits package

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