As a Delivery & Success Lead, you'll turn Fourier from a signed contract into measurable, lasting value for our clients: health systems, academic medical centers, and specialty networks. You'll own key client relationships end to end, leading implementation through go-live and then staying with each client through adoption, renewal, and expansion. Along the way, you'll help build the playbooks and processes that make delivery repeatable as we grow.
This is a hands-on, builder-minded role. You'll run implementations yourself, with Fourier's engineers handling the technical heavy lifting alongside you, and partner closely with Clinical Solutions (who own clinical workflow design), Analytics, and Support. You'll move fluently between executive, clinical, operational, and technical stakeholders as the connective tissue between clients and our Product, Engineering, and Clinical teams.
What You'll Do
Own client relationships and outcomes
- Serve as primary relationship holder and trusted advisor for a portfolio of enterprise accounts, from kickoff through renewal and expansion.
- Own account health and success metrics, and partner with Sales on renewals, expansion, and late-stage scoping so what we sell is what we can deliver.
Lead implementations end to end
- Manage scope, timeline, risk, and go-live readiness across several concurrent implementations.
- Run discovery with clinical, operational, and IT stakeholders and turn it into an implementation plan both sides commit to.
- Lead the technical project plan across integration, data, configuration, validation, and training, including security reviews, UAT, and defect tracking.
- Lead go-live and hypercare, training users and administrators and making sure the system is actually adopted.
Drive adoption and value
- Lead executive business reviews and governance meetings that tie platform performance to client goals.
- Partner with Analytics to track adoption and outcomes and deliver reporting that quantifies ROI (e.g., administrative hours recovered).
- Find opportunities to deepen adoption and clinician engagement.
Be the voice of the customer
- Execute Clinical Solutions' workflow designs in each client's environment, flagging real-world constraints when they don't fit.
- Serve as the escalation point for your accounts and turn recurring issues into permanent fixes.
- Translate client needs and patterns across your portfolio into well-evidenced input for Product, Engineering, and Leadership.
Help build the function
- Design and improve the playbooks, templates, reporting frameworks, and tooling that make each launch faster than the last.
Requirements
- 6+ years in customer-facing roles — customer success, account management, implementation, delivery, technical program management, professional services, or consulting — supporting enterprise or B2B clients, preferably in healthtech, SaaS, or AI-native software.
- Proven success independently owning large, complex accounts and enterprise implementations end to end, navigating multi-stakeholder environments and long security and IT review cycles, and managing executive relationships within complex organizations (health systems a strong plus).
- Strong project and program management skills, with a track record of running a plan across engineering, clinical, and client-side teams, managing multiple concurrent priorities, and consistently meeting deadlines in a fast-moving environment.
- Enough fluency with healthcare data and integrations — HL7v2, FHIR, CCDA, file- and API-based feeds, document and fax ingestion — to scope the work, ask the right questions, and stay credible with technical teams on both sides, including API-based delivery to technology and data partners. You don't need to build it yourself.
- A builder's mindset — you've created new systems, processes, playbooks, runbooks, or customer programs from scratch, not just operated inside existing ones.
- Exceptional communication skills and executive presence — you earn the trust of senior stakeholders quickly and communicate with clarity, concision, and empathy across clinical, technical, and executive audiences.
- A strong analytical mindset — comfortable using data to diagnose account health, surface risk and opportunity, and translate insight into action.
- Comfort with ambiguity and a bias for action — you bring structure to chaos, wear many hats (including a share of client support), and thrive in an early-stage, high-growth environment.
- Understanding of (or genuine curiosity about) healthcare operations, clinical workflows, and how AI-native tools drive adoption in complex organizations.
Nice to Have
- Clinical background (RN, MD, PA, PharmD, or similar) or deep familiarity with hospital and clinical workflows.
- Experience with enterprise EHRs (Epic, Cerner, Athena, eClinicalWorks, OncoEMR), interface engines, or complex healthcare integrations.
- Experience delivering partner, channel, or API-based integrations, or working on a developer-facing data product.
- Knowledge of value-based care, revenue cycle, healthcare quality, or clinical documentation.
- Experience at an early-stage or high-growth startup, especially helping build or scale a customer success, delivery, or implementation function.
Benefits
- Health Care Plan (Medical, Dental & Vision)
- Paid Time Off (Vacation, Sick & Public Holidays)
- Work From Home
- Stock Option Plan
