Implementation Success Manager

Job Description:

We are seeking an experienced, results-driven Implementation Success Manager – Insurance to lead complex client implementations and ensure successful adoption, delivery, and long-term client outcomes across our insurance and benefits technology solutions.

This role is ideal for a strategic implementation leader who understands the complexities of insurance, benefits administration, data management, integrations, and enterprise technology deployments. The Implementation Success Manager will serve as a trusted advisor to clients and an internal leader across Project Management, Consulting, Product, Engineering, Data, Integrations, Payroll, and Operations.

The successful candidate will bring a strong combination of program management discipline, insurance industry expertise, client relationship management, and operational leadership. This individual will be accountable for maintaining implementation quality, managing risk and dependencies, driving executive-level governance, and ensuring clients achieve measurable business value from their technology investment.

Key Responsibilities

Client Implementation & Delivery

• Lead and oversee multiple concurrent mid-market and enterprise implementations from initial planning through go-live and transition to ongoing client success.
• Establish implementation strategy, governance models, milestones, success criteria, and executive communication plans.
• Drive delivery against scope, timeline, budget, quality, and client satisfaction objectives.
• Serve as a senior escalation point for complex implementation issues and cross-functional dependencies.
• Identify risks early and develop mitigation strategies to protect implementation outcomes.
• Ensure appropriate transition from implementation into production support and long-term client success.

Client Success & Executive Relationship Management

• Build trusted, strategic relationships with client executives, operational leaders, carriers, brokers, payroll providers, and technology partners.
• Conduct executive business reviews and implementation health assessments.
• Establish and monitor client success metrics, including delivery performance, adoption, satisfaction, operational readiness, and retention indicators.
• Proactively identify opportunities to improve the client experience and expand the value delivered through the platform.
• Partner with Sales and Account Management on client communications, renewals, expansions, and strategic opportunities.

Insurance & Benefits Technology Expertise

• Apply knowledge of benefits administration, insurance operations, employee benefits, plan structures, eligibility, payroll, data management, and related technology processes.
• Understand the complexities of insurance and benefits implementations, including data migration, configuration, integrations, EDI, API, SSO, and payroll connectivity.
• Translate business and industry requirements into actionable implementation strategies.
• Ensure implementation practices support applicable regulatory, security, compliance, and business continuity requirements.

Program & Portfolio Leadership

• Manage implementation portfolios and provide visibility into overall program health, resource requirements, risks, dependencies, and financial performance.
• Establish consistent project management standards, KPIs, reporting, and governance processes.
• Lead cross-functional teams across project management, consulting, configuration, data, integrations, product, engineering, and client operations.
• Monitor resource utilization and capacity while ensuring teams remain aligned to critical implementation priorities.
• Drive continuous improvement initiatives that increase implementation efficiency, scalability, quality, and predictability.

Operational Excellence & Transformation

• Identify opportunities to automate and streamline implementation processes.
• Leverage data, analytics, AI-enabled tools, and workflow automation to improve delivery efficiency and configuration accuracy.
• Establish repeatable implementation methodologies, playbooks, and best practices.
• Analyze implementation performance and use metrics to drive corrective actions and continuous improvement.
• Promote a culture of accountability, collaboration, transparency, and client-centric delivery.

Success Measures

Success in this role will be measured by:

• High percentage of implementations delivered on time, on budget, and within agreed scope
• Strong client satisfaction and Net Promoter Score (NPS)
• Successful client adoption and transition to production
• Reduction in implementation risks, escalations, and rework
• Improved implementation efficiency and operational scalability
• Strong client retention and long-term relationships
• Consistent executive-level governance and communication
• Successful cross-functional collaboration across internal and external teams.

Required Qualifications

• Bachelor’s degree or equivalent professional experience.
• 7+ years of experience in implementation, program management, project management, consulting, client success, or related roles.
• Experience leading complex technology implementations within insurance, benefits administration, HR technology, payroll, or a related industry.
• Demonstrated experience managing multiple concurrent enterprise implementations.
• Strong understanding of implementation lifecycles from sales/contracting through configuration, testing, data migration, integration, go-live, and transition to production.
• Proven ability to manage senior-level client and internal stakeholders.
• Experience leading cross-functional teams and managing complex dependencies.
• Strong understanding of data migration, integrations, EDI/API, SSO, payroll, and application configuration.
• Demonstrated ability to identify and resolve implementation risks and issues.
• Excellent written, verbal, presentation, and executive communication skills.
• Strong analytical and problem-solving capabilities.

Preferred Qualifications

• Experience with benefits administration platforms or insurance technology.
• Experience working with carriers, payroll providers, brokers, employers, or benefits technology vendors.
• Experience with enterprise SaaS implementations.
• Familiarity with Agile methodologies and modern project management practices.
• Experience with Jira, Confluence, Microsoft Project, Smartsheet, Power BI, Salesforce, or similar platforms.
• Knowledge of SOX compliance, business continuity, data governance, or other regulated-environment requirements.
• Experience implementing process automation or AI-enabled workflow improvements.

A candidate with experience leading large-scale implementations, managing project and consulting teams, improving implementation processes through automation, and building long-term relationships with clients and industry partners would be particularly well suited for this position.

Compensation at DXC is influenced by an array of factors, including but not limited to the experience, job-related knowledge, skills, competencies, as well as contract-specific affordability and organizational requirements. A reasonable estimate of the current compensation range for this position is $95,900 - $178,100.

Full-time hires are eligible to participate in the DXC benefit program.  DXC offers a comprehensive, flexible, and competitive benefits program which includes, but is not limited to, health, dental, and vision insurance coverage; employee wellness; life and disability insurance; a retirement savings plan, paid holidays, paid time off.

At DXC Technology, we believe strong connections and community are key to our success. Our work model prioritizes in-person collaboration while offering flexibility to support wellbeing, productivity, individual work styles, and life circumstances. We’re committed to fostering an inclusive environment where everyone can thrive.

If you are an applicant from the United States, Guam, or Puerto Rico

DXC Technology Company (DXC) is an Equal Opportunity employer. All qualified candidates will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, pregnancy, veteran status, genetic information, citizenship status, or any other basis prohibited by law. View postings below.

We participate in E-Verify. In addition to the posters already identified, DXC provides access to prospective employees for the Federal Minimum Wage Poster, Federal Polygraph Protection Act Poster as well as any state or locality specific applicant posters. To access the postings in the link below, select your state to view all applicable federal, state and locality postings. Postings are available in English, and in Spanish, where required. View postings below.

Postings Link

Disability Accommodations

If you are an individual with a disability, a disabled veteran, or a wounded warrior and you are unable or limited in your ability to access or use this site as a result of your disability, you may request a reasonable accommodation by contacting us via email.

Please note: DXC will respond only to requests for accommodations due to a disability.

Recruitment fraud is a scheme in which fictitious job opportunities are offered to job seekers typically through online services, such as false websites, or through unsolicited emails claiming to be from the company. These emails may request recipients to provide personal information or to make payments as part of their illegitimate recruiting process. DXC does not make offers of employment via social media networks and DXC never asks for any money or payments from applicants at any point in the recruitment process, nor ask a job seeker to purchase IT or other equipment on our behalf. More information on employment scams is available here.