Job Information
First Databank, Inc. (FDB) Implementation Supervisor, Customer Success in San Francisco, California
Implementation Supervisor, Customer Success
Role Summary
The Customer Success Implementation Supervisor supports the day-to-day operations of the FDB Customer Success Consultant team. This role ensures implementation work is assigned, prioritized, and completed in a timely manner, while driving team efficiency, training, and continuous improvement. The Supervisor and team are expected to support the onboarding of a wide range of customer types across multiple markets, including new and evolving FDB products where implementation steps may not yet be fully defined.
Key Responsibilities
Manage an individual implementation case load while supporting overall team execution.
Oversee daily implementation activities, including case intake, assignment, prioritization, and progress tracking.
Monitor team capacity and workloads to ensure implementation timelines and customer commitments are met.
Serve as an escalation point for implementation issues and help remove blockers.
Support the onboarding of customers across different markets, products, and use cases.
Lead through ambiguity by helping define, test, and refine implementation steps for new or evolving products.
Identify opportunities to improve team efficiency, consistency, and case management practices as offerings scale.
Partner with leadership and cross-functional teams to translate new product capabilities into repeatable implementation approaches.
Identify training and enablement needs related to new products, markets, and customer segments.
Provide day-to-day guidance, coaching, and feedback through case reviews and best-practice sharing.
Share regular updates on team performance, risks, and improvement initiatives.
Qualifications
Experience in Customer Success, Implementation, or Professional Services.
Comfort operating in environments where processes are still being defined or evolving.
Ability to balance hands-on implementation work with supervisory responsibilities.
Strong understanding of implementation workflows and case management tools.
Demonstrated problem-solving skills and operational judgment.
Strong communication, organization, and prioritization abilities.
Preferred Experience
Experience onboarding customers across multiple products, markets, or customer segments.
Familiarity with healthcare technology, data-driven products, or emerging product offerings.
About FDB:
FDB is the leading provider of drug and medical device knowledge that helps healthcare professionals make precise decisions. With thousands of customers worldwide, FDB enables our information system developer partners to deliver valuable, useful, and differentiated solutions. We offer more than three decades of experience in transforming medical knowledge into actionable, targeted, and effective solutions that help improve patient safety, operational efficiency, and healthcare outcomes. For a complete look at our solutions and services, please visit www.fdbhealth.com or follow us on and LinkedIn .
We value Integrity, Respect, Responsibility, Teamwork, and Creativity. Our offices in South San Francisco and Indianapolis have been awarded with Top Workplaces honors by The Bay Area News Group and the Indy Star, since 2016 (the Top Workplaces honors are based solely on the results of an employee feedback survey by a leading research firm that specializes in organizational health and workplace improvement). FDB offers competitive salaries and extensive benefits – including medical, dental, vision, long term disability, life insurance, and matching 401k.
We are an Equal opportunity employer – vets/disabled. We do not discriminate in hiring on the basis of sex, gender identity, sexual orientation, race, color, religious creed, national origin, physical or mental disability, protected Veteran status, or any other characteristic protected by federal, state, or local law.
First Databank, Inc. (FDB) endeavors to make www.fdbhealth.com accessible to all users. If you would like to contact us regarding the accessibility of our website or need assistance completing the application process, please email accommodations@fdbhealth.com . This contact information is for accommodation requests only and cannot be used to inquire about the status of applications.
For more information about our commitment to equal employment opportunity, please visit EEO is the Law (https://www.eeoc.gov/sites/default/files/migrated_files/employers/poster_screen_reader_optimized.pdf#xd_co_f=Yzg4ZDgxMTAtOWM4MS00MWQxLTg2ZTctOTU0ZTU1N2MxNzQ2) , EEO is the Law Supplement (https://www.eeoc.gov/sites/default/files/migrated_files/employers/eeoc_gina_supplement.pdf) , Pay Transparency (https://www.dol.gov/sites/dolgov/files/OFCCP/pdf/pay-transp_%20English_formattedESQA508c.pdf) , and FDB EEO/AA Statement (https://www.fdbhealth.com//media/documents/form-not-required/us/hr/fdb-equal-employment-opportunity-policy-statement-2021#xd_co_f=Yzg4ZDgxMTAtOWM4MS00MWQxLTg2ZTctOTU0ZTU1N2MxNzQ2) .
In accordance with applicable law, Hearst is required to include a reasonable estimate of the compensation for this role if hired in San Francisco, CA . The reasonable estimate, if hired in San Francisco, is $xx,xxx – $xx,xxx . Please note this information is specific to those hired in location. If this role is open to candidates outside of location, the salary range would be aligned to that specific location. A final decision on the successful candidate’s starting salary will be based on a number of permissible, non-discriminatory factors, including but not limited to skills and experience, training, certifications, and education.
This role is also eligible for a competitive benefits package that includes medical, dental, vision, life, and disability insurance; 401(k) retirement plan; flexible spending savings account; paid holidays; paid time off; employee assistance program; and other company benefits. Learn more about our benefits here.