Director of Customer Implementation & Onboarding

Confidential; United States; On-site; Full time

Job description

We are seeking a dynamic and results-driven Manager of Customer Implementation to lead and elevate the end-to-end customer implementation experience. This is a high-impact leadership role responsible for driving seamless onboarding, accelerating time-to-value, and ensuring customers realize meaningful outcomes quickly.

In this role, you will oversee both implementation and technical configuration teams, setting the standard for consistent, high-quality delivery at scale. You will play a critical role in shaping the customer journey, improving operational performance, and enabling long-term customer success.

Join a forward-thinking organization that is scaling quickly and committed to delivering impactful technology, exceptional customer experiences, and continuous innovation.

What You’ll Do

• Inspire, coach, and develop a team of Implementation Specialists and Technical Experts, fostering a culture of accountability, ownership, and results.
• Define clear roles, responsibilities, and capacity models to ensure scalability and efficiency.
• Drive performance against key KPIs through ongoing feedback, coaching, and structured performance management.
• Champion a culture of urgency, innovation, and proactive problem-solving.
• Ensure seamless execution of onboarding—from kickoff through go-live and handoff to Customer Success.

Own Implementation Delivery & Operational Excellence

• Lead the end-to-end implementation lifecycle, ensuring on-time, high-quality delivery within scope.
• Drive critical business outcomes, including:
• Accelerated revenue activation
• High % of implementations completed within 30 days
• Strong CSAT performance
• Establish and scale best-in-class project management practices using tools like Smartsheet, Asana, or similar platforms.
• Deliver accurate go-live forecasting to support revenue recognition and strategic planning.

Drive Process Innovation & Scale

• Identify bottlenecks across the onboarding journey and implement scalable, data-driven solutions.
• Lead initiatives to reduce time-to-value through automation, process optimization, and enhanced engagement models.
• Partner cross-functionally with Product & Engineering to influence enhancements that improve onboarding efficiency.
• Continuously evolve onboarding playbooks, delivery frameworks, and customer engagement strategies.

Deliver Exceptional Customer Outcomes

• Ensure a consistent, high-quality onboarding experience aligned with customer goals and business outcomes.
• Monitor customer feedback and CSAT trends, proactively implementing improvements.
• Act as a senior escalation point for complex or at-risk implementations.
• Ensure customers are fully prepared for go-live through training, workflow validation, and system readiness.

Collaborate Across the Business

• Partner closely with Sales to ensure a seamless handoff and clear alignment on scope and expectations.
• Work alongside Customer Success to drive smooth transitions and long-term customer adoption.
• Collaborate with Support and Engineering to resolve challenges and improve product usability.
• Provide leadership with clear, actionable insights on performance, risks, and opportunities.

Leverage Data & Insights

• Track and report on key metrics such as cycle time, CSAT, utilization, and forecast accuracy.
• Use data to inform strategic decisions, optimize team performance, and improve delivery outcomes.
• Maintain clear visibility into project health, risks, and timelines across the implementation portfolio.

What You Bring

• Bachelor’s degree in Business, Healthcare Administration, Information Systems, or a related field required.
• 3–5+ years of experience leading Implementation, Onboarding, or Professional Services teams in a B2B SaaS environment.
• 3–5+ years of hands‑on experience driving successful customer implementations, with a strong understanding of the end-to-end onboarding lifecycle.
• Healthcare technology experience strongly preferred, with familiarity in regulated or clinical environments a plus.
• Proven success delivering scalable SaaS implementations while improving time-to-value, operational efficiency, and customer satisfaction (CSAT).
• Experience working with project management tools such as Smartsheet, Monday.com, or Asana.
• Proficiency with CRM platforms like Salesforce or HubSpot.
• Strong analytical mindset with the ability to translate data into actionable insights and drive informed decision‑making.
• Demonstrated ability to lead process improvement, automation, and scalability initiatives in a fast‑paced environment.

We offer a competitive compensation package designed to attract, reward, and retain top talent. This includes a market‑aligned base salary, performance‑based incentives, and opportunities for career growth within a rapidly scaling organization.

Our comprehensive benefits package supports both your professional and personal well‑being, including medical, dental, and vision coverage, retirement savings options, and paid time off. We are committed to fostering a supportive, people‑first culture that values work‑life balance, continuous development, and long‑term success.

We are an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, age, disability, genetic information, veteran status, or any other characteristic protected by applicable federal, state, or local laws.