Director of Client Onboarding & Launch Excellence

Namely; United States; Remote; USD 170,000 - 250,000; Full time

Benefits offered by this job

Bonus

Equity

Remote‑first culture

401(k) plan

Medical, vision, dental coverage

PTO and DTO

Paid parental leave

WFH reimbursement

Job summary

Included Health seeks a Director, Client Onboarding & Implementation to lead a team of managers and consultants who onboard and launch client contracts. You will partner with Sales, Client Success, Product, Engineering, Operations, Clinical, and finance to optimize workflows, playbooks, and systems for consistent, high‑quality launches.

The ideal candidate combines strong leadership with deep implementation judgment, managing executive‑level client discussions and portfolio risks while

Qualifications

• 8+ years of progressive experience in SaaS implementation, client onboarding, implementation consulting, program management, or project management; 10+ years preferred.
• 3+ years of experience leading and developing client-facing implementation or project management professionals, including managers where applicable.
• Proven experience leading complex, multi-workstream implementations involving significant cross-functional dependencies, technical integrations, operational readiness, and executive stakeholders.
• Demonstrated ability to lead both strategic implementation consulting and disciplined project/program execution, either directly or through a blended team of consultants and project managers.
• Proven experience managing risks and escalations, improving quality, and delivering predictable, high-quality launches.
• Demonstrated executive presence and client leadership skills, including the ability to facilitate senior-level governance forums, navigate difficult conversations, and build alignment across competing priorities.
• Track record of building scalable implementation methodologies, playbooks, standards, and operating processes that improve consistency, quality, client experience, and team efficiency.
• Strong cross-functional leadership skills and experience influencing Sales, Client Success, Product, Engineering/Systems, Operations, Clinical, and other partners toward shared client and business outcomes.
• Experience in healthcare, employee benefits, health technology, or a closely related ecosystem, with the ability to understand client, carrier, partner, and operational requirements.
• Bachelor's degree or equivalent combination of education and experience.

Responsibilities

• Lead, develop, and retain a high-performing organization of implementation leaders, consultants, project managers, and related client-facing professionals.
• Set clear expectations for delivery quality, client experience, collaboration, and accountability; provide coaching, performance management, and career development.
• Build leadership capacity through succession planning, mentoring, and development of future people leaders.
• Partner with leadership on staffing, capacity planning, workload distribution, and seasonal readiness across the implementation portfolio.
• Oversee end-to-end implementation delivery across the your team’s portfolio, ensuring appropriate strategy, resourcing, governance, and execution for standard, complex, and transformational launches.
• Establish clear expectations for launch readiness, quality, on-time delivery, post-launch stability, and client transition.
• Ensure teams identify dependencies, manage scope and timelines, and maintain clear ownership of critical deliverables and decisions.
• Review portfolio health and intervene early when risks, capacity constraints, or execution issues threaten client or business outcomes.
• Establish effective governance models, operating rhythms, escalation paths, and decision-making practices for complex implementations.
• Serve as the escalation point for implementation risks and client issues with strategic, commercial, operational, or reputational implications.
• Build trust through transparent communication, sound judgment, clear recommendations, and consistent follow-through.
• Use retrospectives, implementation learnings, client feedback, and performance trends to identify systemic gaps and prioritize improvements.
• Establish quality controls and adoption mechanisms that improve consistency, reduce avoidable escalations, and increase team efficiency.
• Ensure improvements are translated into practical guidance, enablement, and repeatable ways of working for implementation teams.
• Align Sales, Client Success, Product, Engineering/Systems, Operations, Clinical, and other partners around implementation priorities, dependencies, decisions, and client outcomes.
• Surface recurring themes and implementation constraints to inform product, process, staffing, and business decisions.
• Clarify ownership and drive resolution when work crosses organizational boundaries or existing processes are insufficient.
• Maintain sufficient product, systems, integration, and operational fluency to guide implementation strategy and challenge assumptions effectively.
• Partner with Product, Engineering/Systems, Care, Clinical, and Support leaders to ensure technology feeds, integrations, claims readiness, operational processes, and member-support pathways are prepared for launch.
• Ensure client requirements are translated into feasible implementation approaches while balancing client needs, operational sustainability, and scalable delivery.
• Support the development of tools and reporting that improve visibility into readiness, risks, dependencies, and portfolio performance without taking on day-to-day project administration.
• Partner with Client Success and operational leaders to ensure a clear transition from implementation to ongoing client ownership.
• Monitor early post-launch performance and ensure material issues have clear owners, communication plans, and durable resolutions.
• Use implementation outcomes and client feedback to strengthen retention, advocacy, and future growth opportunities.

Skills

Leadership

Stakeholder management

Program management

SaaS experience

Cross-functional collaboration

Executive presence

Risk management

Change management

Data-driven decision making

Mentoring

Education

Bachelor's degree or equivalent

Tools

Salesforce

Jira

Cloud Coach

Analytics tools

Job description

Included Health seeks a Director, Client Onboarding & Implementation to lead a team of managers and consultants who onboard and launch client contracts. You will partner with Sales, Client Success, Product, Engineering, Operations, Clinical, and finance to optimize workflows, playbooks, and systems for consistent, high‑quality launches.

The ideal candidate combines strong leadership with deep implementation judgment, managing executive‑level client discussions and portfolio risks while