Implementation Lead - Customer Impact

Job Type: Full Time About Augintel: We exist to give child welfare leadership and staff a deeper understanding of the people they care for. By building SaaS software applications that apply cutting-edge artificial intelligence and natural language processing techniques, we help clinicians in social services, behavioral health and child welfare – government, private and nonprofit – unlock the value of their unstructured data to improve their understanding, save them time, and help them deliver better outcomes to the people and communities they serve. Location: Remote (U.S.). Ability to support customers across multiple time zones is required. Travel up to 30% may be required. Reports To: Director, Customer Impact Job Summary: As a Customer Impact Manager, you will help child welfare organizations successfully implement and maximize the value of Augintel's AI-powered platform. Acting as a trusted advisor to both executive leaders and frontline staff, you will partner with customers from the sales process through implementation and long-term success, helping them transform practice using data and technology. You will drive utilization, support organizational change, and ensure customers achieve measurable outcomes from their investment in Augintel. This role combines implementation leadership, strategic consulting, and customer success in a mission-driven environment focused on improving outcomes for children and families. Responsibilities: Client Engagement Lead end-to-end customer implementations, including project planning, stakeholder engagement, product configuration, status tracking, and cross-functional coordination. Build trusted relationships with executive leaders and frontline staff, aligning solutions with organizational goals and operational needs. Guide customers through change management and adoption efforts to support successful integration into daily practice, both with front-line staff and with administrators. Gather and communicate customer feedback to Product Management to inform product enhancements and innovation. Client Impact Monitor product utilization, and engagement; identify barriers to success utilization and develop strategies to increase value realization. Educate current and prospective customers on how Augintel can improve outcomes, increase efficiency, and transform practice. Retention & Growth Serve as the primary customer advocate and account lead, acting as the primary liaison with Sales to support customer success, identify growth opportunities, and drive subscription renewals. Qualifications: 3–5 years of child welfare experience and a track record of leading implementations and cross- functional initiatives. Strong stakeholder management, executive communication, and change management skills. Experience collaborating across business and technical teams. Proficient in Microsoft Office Suite (Word, PowerPoint, Excel, and Teams) Experience with HubSpot, Mixpanel, PowerBI and Tableau a plus. Intangibles: You are ready to roll up your sleeves and become an expert in our product so you can help customers achieve success with it. You thrive in an iterative, fast-paced startup environment. You are deeply curious about people—what drives them, what frustrates them, and what they need. You naturally seek to understand the humans behind every challenge, whether they are executive leaders, frontline users, or IT stakeholders. You go beyond understanding users; you become their advocate, bringing their perspectives into conversations where they might otherwise be missing and ensuring their needs remain central to decision-making. Augintel is proud to foster a workplace free from discrimination. We strongly believe that diversity of experience, perspectives, and backgrounds leads to a stronger workplace and a better product for our users. This is something we value deeply, and we encourage everyone to join us in transforming how human services agencies support children, families, and communities.