Remote Director, Client Onboarding & Launch

Includedhealth; United States; Remote; USD 180,000 - 240,000; Full time

Benefits offered by this job

Bonus

Equity

Remote-first culture

401(k) plan

Medical coverage

PTO/DTO

Job summary

Included Health seeks a Director of Client Onboarding & Implementation to lead a team of managers, consultants, and project managers in onboarding and launching client contracts. You will partner with Sales, Client Success, Product, Engineering, and Operations to optimize workflows, playbooks, and systems, driving scalable, high-quality outcomes.

The role requires strong leadership, evidence-based decision making, and the ability to manage complex launches while aligning with executive

Qualifications

• 8+ years of progressive experience in SaaS implementation, client onboarding, implementation consulting, program management, or project management.
• 3+ years of experience leading and developing client-facing implementation or project management professionals.
• Proven experience leading complex, multi-workstream implementations with cross-functional dependencies and executive stakeholders.
• Demonstrated ability to lead strategic implementation consulting and disciplined project execution.
• Experience managing risks, escalations, and delivering high-quality launches.
• Executive presence and client leadership across governance forums and senior stakeholders.
• Experience building scalable implementation methodologies, playbooks, and operating processes.
• Strong cross-functional leadership across Sales, Client Success, Product, Engineering/Systems, Operations, Clinical.

Responsibilities

• Lead a high-performing organization of implementation leaders, consultants, project managers, and client-facing professionals.
• Set expectations for delivery quality, client experience, collaboration, and accountability; provide coaching and career development.
• Build leadership capacity through succession planning and development of future leaders.
• Staffing and capacity planning across the implementation portfolio.
• Oversee end-to-end implementation delivery for standard, complex, and transformational launches.
• Establish launch readiness metrics and ensure on-time delivery and smooth post-launch transitions.
• Manage dependencies, scope, timelines, and ownership of key deliverables.
• Monitor portfolio health and intervene when risks threaten outcomes.
• Establish governance models, escalation paths, and decision-making practices for complex implementations.
• Serve as escalation point for risks and client issues with strategic implications.
• Maintain quality controls, adoption mechanisms, and repeatable ways of working.

Skills

SaaS implementation

Leadership

Cross-functional collaboration

Program management

Stakeholder management

Education

Bachelor's degree

Tools

Salesforce

Jira

Cloud Coach

Job description

Included Health seeks a Director of Client Onboarding & Implementation to lead a team of managers, consultants, and project managers in onboarding and launching client contracts. You will partner with Sales, Client Success, Product, Engineering, and Operations to optimize workflows, playbooks, and systems, driving scalable, high-quality outcomes.

The role requires strong leadership, evidence-based decision making, and the ability to manage complex launches while aligning with executive