Implementations Manager

MedMe is moving upmarket with some of the largest pharmacy organizations in North America. We’re hiring a Implementation Manager to lead these enterprise rollouts and establish how we deliver them as we scale..

You’ll manage complex implementations that change how clinical services are delivered across hundreds or thousands of pharmacy locations. The scope extends beyond technical deployment to clinical workflows, training, change management, and adoption. You’ll lead the overall program, bringing together the customer’s operations, clinical, marketing, training, and IT teams with MedMe’s specialists to plan and coordinate the work.

As our Implementation Manager, you'll own delivery from post-sale planning through go-live and adoption, including phased expansion from pilots to broader networks. Strong implementation is central to our enterprise growth: it helps customers realize value, builds confidence in expansion, and sets the foundation for long-term partnerships.

As MedMe’s first dedicated implementation hire, you’ll have significant ownership of both customer delivery and the function itself. You’ll establish the playbook, tools, and processes that support larger, more complex rollouts, with room to shape how the implementation practice develops.

At MedMe, we are passionate about empowering pharmacists to provide services beyond just prescribing. Our mission is to build an all-in-one cloud-based platform that enables pharmacists to schedule, document, and manage clinical services at scale. With over 4,500 pharmacies using our software, we've facilitated more than 25 million patient services, transforming pharmacies into community health hubs across North America.

• Lead enterprise implementations from post-sale planning through go-live, adoption, and handoff to Account Management, including phased expansion from pilots to broader networks.

• Translate the scope and commitments established during pre-sales into an implementation plan agreed with the customer and MedMe teams, with clear deliverables, timelines, responsibilities, dependencies, and success criteria.

• Work with customer leads across operations, clinical, marketing, training, and IT to establish rollout requirements and ensure each team’s commitments are reflected in the plan.

• Coordinate clinical workflow readiness, training, and change management with the teams responsible for delivery, ensuring pharmacy teams are prepared to use MedMe in day-to-day care.

• Align MedMe’s Product, Engineering, Clinical Solutions, Support, and Account Management teams around implementation priorities and customer commitments.

• Serve as the primary point of contact for the customer’s project team, leading project meetings, status reporting, risk and issue management, and escalations.

• Manage scope and change throughout delivery, assessing new requests against agreed commitments and coordinating any changes to timelines, resources, or fees with the appropriate customer and MedMe stakeholders.

• Track readiness and adoption across locations, coordinate action to address gaps, and establish clear ownership for ongoing support and account management.

• Build MedMe’s implementation playbook and delivery toolkit, and work with leadership to define service tiers based on customer size and complexity, including when implementation and expansion support are included or offered as paid engagements.

• Track delivery performance and use lessons from customer rollouts to improve scoping, strengthen delivery, and inform Sales, Solutions Engineering, and Product.

• 5+ years in implementation, professional services, or delivery management in B2B SaaS, with meaningful time on enterprise customers

• Experience with consulting-style delivery: statements of work, milestone-based plans, change requests, and formal handoffs

• A track record of leading complex, multi-stakeholder implementations where you owned the outcome, not just the timeline

• Confident with senior customer stakeholders. You can negotiate scope, push back when needed, and hold a line

• Able to direct cross-functional teams you don't manage, including Product, Engineering, and clinical teams

• Technical enough to hold your own in conversations about configuration, integrations, and data with engineers and customer IT teams

• A builder. You've created or significantly rebuilt an implementation or onboarding practice before

• A clear, structured communicator, in writing and in the room

• 30 days: You've met your partners across Solutions Engineering, Clinical Solutions, Product, Engineering, Support, and Account Management, reviewed every active implementation, and have a clear view of where each one stands, what's at risk, and where the current process breaks down.

• 60 days: You're the primary point of contact on active customer implementations, running the governance cadence and status reporting. You've drafted the first version of the implementation playbook and the core delivery toolkit (project plan, RACI, kickoff and transition materials).

• 90 days: You've taken at least one implementation through a clean go-live and transition meeting with clear post-launch ownership. The playbook, including the tiering model and the included versus paid implementation threshold, is agreed with leadership, and you're reporting on time to go-live, milestone delivery, and scope variance.

• Long-term: Implementations run on a repeatable, documented model that doesn't depend on any one person. Scoping is more accurate, one-off customization is trending down, phased expansions are running as paid engagements, and customers consistently rate the handoff highly.

MedMe is committed to a fair and equitable hiring process for all candidates. To ensure that each candidate's journey is consistent and the selection process is unbiased, the team at MedMe will not be responding to any personal messages regarding this role or other opportunities. This role will follow the below Interview Process:

1. Initial screening conversation with our People and Culture team

2. Intro interview with the hiring manager

3. Technical interview with the team

4. Additional cross-functional interview as required (depending on the role)

5. References and offer

At MedMe, we use AI to help us organize and manage applications, so our team can spend their time where it matters most. Every CV is personally reviewed by a human being; AI helps us stay organized, not make decisions. We believe AI should make great people more effective, not replace the thinking and judgment that great hiring requires.

• Comprehensive Health Benefits: Full coverage for dental, vision, physical, and mental health, plus a health spending account to cover additional wellness needs

• Group RRSP: Secure your future with our Group Registered Retirement Savings Plan (RRSP)

• Professional Development: We support your growth with a yearly budget dedicated to learning opportunities

• Work-from-Home Stipend: A dedicated stipend to help set up and maintain your ideal home office

• Office Closure for Holidays: Enjoy 1 week of company-wide office closure during the holidays

• Company Retreats: Participate in exciting on-site team retreats for collaboration and bonding

This is a hybrid position, based at our office located at the intersection of Adelaide and Spadina in Toronto, with in-person work required 2-3 days per week, aligned to operational needs. Occasional travel is expected for customer meetings, partner discussions, and industry events. Remote candidates may be considered on an exceptional basis based on experience.

MedMe is a proud equal opportunity workplace that is committed to equal employment opportunity regardless of race, colour, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity or Veteran status. We're looking for motivated and compassionate people who can execute from the ground up and support the work that MedMe believes in.

MedMe is committed to developing an inclusive, barrier-free recruitment process and work environment. Should you require any accommodation, please inform us and we will work with you to meet your accessibility needs. For any accessibility-related assistance, requests for information in accessible alternative formats or to report any accessibility problems, please share in your application.

Learn More About MedMe

If you’d like more context on MedMe, our growth, and the team you’d be joining, here are a few highlights:

• TIME – World’s Top HealthTech Companies (2026): MedMe was named to TIME’s list of the World’s Top HealthTech Companies, developed with Statista, which recognizes 500 health tech companies globally. 🔗 Link

• Globe and Mail – Canada’s Top Growing Companies (2025 & 2026): MedMe has been recognized on The Globe and Mail’s list of Canada’s Top Growing Companies two years running, based on audited three-year revenue growth. 🔗 2026 | 🔗 2025

• Forbes 30 Under 30: Our co-founders were named to Forbes 30 Under 30 for their work building MedMe. 🔗 Read more

• C100 Growth Cohort (2025): MedMe is part of the 2025 C100 Growth Cohort, a selective community of Canada’s top scaling companies. 🔗 Link

The salary range for this role is CAD $105,000.00 - $145,000.00 annually. Compensation is determined based on experience, skills, and alignment to the role's scope. We're happy to discuss the full details of our compensation package with candidates who progress through our interview process.