About the Role

Suno is a technology company based in New York City at the intersection of health-tech and fintech. With a mission to assist over 37 million Americans suffering from hearing issues, Suno provides accessible and affordable medical treatment solutions. By leveraging innovative technology, Suno is committed to improving accessibility to healthcare and enhancing the quality of life for its users.

As an Implementation Specialist, you will own client relationships from kickoff through go-live and into post go-live hypercare. In this role, you wear four hats — and you wear all of them well:

• Consultant: You take time to understand each clinic's unique workflows, help them see how the platform fits those workflows, and guide them toward practices that set them up for long-term success.
• Project Manager: You set timelines, hold clients accountable to deliverables, sequence work across multiple stakeholders, and keep everything moving with constant, proactive communication.
• Trainer: You lead structured sessions and Q&A calls that leave clients feeling confident and prepared — not just informed.
• Support: You are a steady resource for your clients throughout the engagement and pitch in across the broader support team as needed.

There is some configuration involved, but this role is fundamentally client-facing. The right person is a skilled communicator and relationship manager who is energized by working closely with people, comfortable leading structured projects, and confident guiding non-technical users through change.

What You'll Do

Own the Client Relationship

• Serve as the primary point of contact for your clients from kickoff through go-live and throughout the post go-live hypercare period
• Build trust quickly with clinic owners, office managers, and clinical staff — people who are busy, often skeptical of change, and need a steady, knowledgeable guide
• Set clear expectations early and hold both the client and yourself to them throughout the engagement
• Actively identify signs of hesitation, confusion, or friction — and escalate to the Director of Operations early enough to resolve issues before they become client-level problems

Run Implementations Like a Project Manager

• Lead kickoff calls and establish project scope, timeline, and accountabilities from day one
• Manage each client's implementation project in Asana, the primary communications channel for all client work
• Maintain constant, proactive outreach to clients — check in regularly, follow up on open items before they go stale, and never let momentum stall
• Keep tasks moving: sequence work correctly, adapt when things shift, and never wait for the client to come to you
• Coordinate across internal teams — migrations, product, support, and sales — to get clients what they need
• Manage multiple implementations concurrently without dropping balls

Advise Clients Like a Consultant

• Invest time upfront in understanding each clinic's unique workflows — how they schedule, bill, document, and communicate — and help them see exactly how those workflows translate into the platform
• Ask the right questions early so configuration decisions are grounded in how the clinic actually operates, not just default settings
• Lead structured training sessions and Q&A calls with clinical and administrative staff; many clients don't know what to ask, so you will come prepared to draw out the right information, surface workflow concerns, and ensure clients leave feeling led and confident
• Assess each client's complexity, flag risks early, and set timelines that reflect reality
• Guide clients through the package and add-on options that are right for their practice

Manage Scope and Expectations

• Understand what is and isn't included in each implementation package — and communicate that clearly and confidently
• Push back professionally when requests fall outside of scope, and offer the right path forward
• Help clients distinguish between what they need on day one versus what can come later

Be the Voice of the Client Internally

• Gather feedback from every engagement and bring it back to the product and operations teams
• Flag recurring friction points that represent product gaps, training gaps, or process gaps
• Partner with product to advocate for client needs and close the loop when client input shapes improvements

What We're Looking For

Required

• 2+ years in a client-facing implementation, onboarding, customer success, or project management role — ideally at a SaaS company
• Proven ability to manage multiple projects simultaneously without losing track of the details
• Strong written and verbal communication skills; you can explain complex things simply and you don't hide behind jargon
• Experience using project management tools (Asana, Linear, or similar) to run client work
• Comfortable holding clients accountable to timelines and deliverables — professionally and with confidence
• Experience facilitating training sessions or live Q&A calls with non-technical users
• A customer-first mindset that doesn't sacrifice honesty or boundaries

Nice to Have

• Experience in healthcare, healthtech, or working with clinical or administrative end users
• Familiarity with audiology practice management or similar specialty healthcare software
• Background in a professional services or implementation environment

What Success Looks Like

In your first 60 days, success means building a solid foundation: learning our platform, understanding our processes, shadowing implementations end to end, and reaching a point where you can begin taking on your own clients with confidence.

• Clients go live on time and feel prepared — not just technically set up, but genuinely confident
• Your clients complete their Asana tasks on schedule because you are consistently following up and keeping them engaged
• Escalations after go-live are rare because you set the right expectations upfront and surfaced issues early
• Clients feel guided throughout — they always know what comes next and why
• You consistently surface product and process feedback that makes the team better

How We Work

Implementations at Suno are run through Asana — it's how we communicate with clients, assign tasks, track progress, and document everything. You'll own your clients' Asana projects and be responsible for keeping them accurate and up to date.

You will work closely with our Director of Operations, Senior Operations Lead, Product Lead, Engineering, Sales, and Support teams. The handoff from Sales to Implementation is a structured process and you will play a key role in making it seamless. You will also work directly with clinic staff who are going through a significant change — patience, empathy, and clarity go a long way.

As part of being a well-rounded team member, you will also pitch in with Support as needed — helping answer client questions, troubleshoot issues, and ensure clients feel taken care of even outside of an active implementation.

This is a full-time remote position. Some client-facing work may require occasional flexibility in hours around clinic schedules. 

What We Offer

• Competitive salary commensurate with experience
• Competitive time off
• Remote-first culture with a collaborative, low-bureaucracy team
• Direct exposure to product and operations decisions — your feedback shapes the platform
• A chance to make a real difference for the small clinic owners and audiologists who rely on our platform every day