Customer Implentation Manager

Intro

Canopy is looking for a hands-on, customer-focused Implementation Manager to lead the successful rollout of our wearable safety and RTLS technology across hospital systems and enterprise healthcare environments. This role is deeply customer-facing and requires someone who can manage complex deployments from kickoff to go-live — including coordinating hardware logistics, engaging cross-functional stakeholders, and driving time-to-value. If you thrive in high-accountability environments, love working directly with clinicians, IT, and executive sponsors, and have experience bringing healthcare tech to life in the field, we want to hear from you.

About Canopy

Canopy is committed to creating safer and more supportive environments for those on the front lines of care. Our mission is to help hospitals ensure that healthcare workers feel safe, appreciated, and empowered every day to deliver the highest quality of care.

We develop and deploy critical safety technology, including our wearable duress system and Real-Time Location System (RTLS) portfolio, delivered as a comprehensive service to enterprise healthcare systems across the United States.

Join our collaborative, mission-focused team and use your implementation expertise to make a real difference in the lives of those who care for others.

Key Responsibilities

• Co-lead customer deployments alongside a Canopy Customer Success Manager, serving as the primary implementation point of contact across 4–7 active projects.
  
  
• Develop and manage deployment project plans, timelines, and stakeholder alignment in partnership with internal and external teams.
  
  
• Manage customers to a mutually agreed go-live date based on their readiness, completion of key tasks, and availability of hardware.
  
  
• Coordinate hardware orders and delivery with Canopy’s internal teams and warehouse vendor to meet deployment milestones.
  
  
• Manage logistics and execution of device installations, including collaboration with internal teams as well as customer IT, Security, Clinical, HR, Communications/Training, and Executive stakeholders.
  
  
• Facilitate kickoff sessions, onsite coordination, and milestone meetings to ensure strong engagement across departments.
  
  
• Track and report on success metrics, time-to-value, and ROI milestones as defined by the customer.
  
  
• Identify and resolve blockers in partnership with internal teams and external stakeholders.
  
  
• Ensure a smooth, accountable handoff to the Customer Success Manager post-deployment.
  
  
• Surface field feedback to Product and Engineering to improve service delivery.
  
  
• Help identify early customer advocates who can champion Canopy's value.
  
  
• Approach every project with a “put me in coach” mindset — willingness to take on tasks outside the standard job description to ensure success.
  
  
• Understand that successful implementation is the foundation for long-term customer health and expansion.
  
  

Required Qualifications

• 5+ years in a customer-facing implementation, deployment, or onboarding role
  
  
• Strong experience coordinating cross-functional deployments across multiple departments
  
  
• Proven ability to work directly with clinical, IT, security, HR, and executive stakeholders
  
  
• Background in healthcare, medtech, or regulated operational environments
  
  
• Experience managing hardware logistics or field-based installations
  
  
• Excellent organizational and communication skills
  
  
• Proficiency in Microsoft Teams, SharePoint, and Google Suite
  
  
• Background in customer success, consulting, or field service
  
  

Preferred Qualifications

• Experience with RTLS, safety tech, or healthcare security systems
  
  
• Familiarity with healthcare IT and field deployment environments
  
  
• PMP or similar implementation-focused credential
  
  
• Experience in a startup or high-growth company with a flexible, generalist culture
  
  

Location & Travel

• Remote (U.S.-based, East of the Mississippi preferred)
  
  
• Travel: 15–25% during active deployments