Senior Director, Implementation — Scalable Client Delivery

Kipu Health; United States; On-site; USD 180,000 - 260,000; Full time

Benefits offered by this job

Health, Dental, Vision

401(K) with Company Match

Career Path Program

11 Paid Holidays

Parental Leave

Pet Insurance

Flexible paid time off

Job summary

Kipu Health is seeking a Senior Director of Implementation to lead successful EMR and software deployments for clients. The role oversees Directors, Managers, and Implementation Specialists, driving client outcomes, proactive execution, accountability, and adoption readiness across discovery, design, configuration, training, and go-live.

Responsibilities include setting delivery standards, managing cross-functional partnerships, ensuring quality gates, and maintaining real-time project

Qualifications

• 10+ years of experience in software implementation, professional services, or customer delivery.
• 5+ years of leadership experience managing multi-layered teams (e.g., Managers and Directors) in implementation or services organizations.
• Proven ability to scale teams with defined role progression while maintaining consistency, quality, and accountability.
• Strong alignment to operational excellence principles, including structured delivery, risk management, and standardized execution.
• Demonstrated ability to foster a culture of proactive ownership, accountability, and continuous improvement.
• Experience working collaboratively across internal functions to deliver unified client outcomes.
• Experience managing and coordinating with third-party vendors and implementation partners.
• Strong communication and executive presence, with the ability to lead client interactions and influence internal stakeholders.
• Deep experience in project delivery, including scope management, timelines, and risk mitigation.
• Experience with CRM, AI and service delivery tools (e.g., Salesforce, Jira, Zendesk, PSA tools, Claude, etc).
• Working knowledge of healthcare workflows and regulatory requirements (e.g., HIPAA, PHI, EDI, etc); behavioral health experience preferred.

Responsibilities

• Lead a multi-tiered implementation organization (Directors, Managers, and Implementation Specialists I-III) across levels.
• Establish and operationalize implementation standards and best practices across discovery, solution design, configuration, training, documentation, and go-live readiness.
• Ensure teams consistently prioritize client outcomes over task completion, driving adoption, confidence, and long-term success.
• Drive a culture of proactive execution and accountability, including early risk identification, active issue management (RAID), and clear ownership of outcomes.
• Oversee end-to-end implementation delivery, ensuring structured, high-quality execution across discovery, configuration, data validation, training, go-live, and early adoption.
• Ensure discovery and solution design practices are rigorous, client-centric, and aligned to operational realities.
• Champion high-quality training and knowledge transfer, ensuring clients can confidently execute workflows independently prior to go-live.
• Enforce go-live readiness as a quality gate, ensuring clients are prepared for adoption rather than driven by timelines alone.
• Drive excellence in client communication and meeting leadership, ensuring interactions are structured, outcome-driven, and build trust.
• Ensure strong documentation discipline and transparency with real-time visibility across Slack, Salesforce, and project artifacts.
• Partner across Sales, Product, Customer Success, Support, and Operations to ensure aligned, seamless client experiences.
• Build and manage relationships with third-party partners, ensuring coordinated delivery and alignment to Kipu standards.
• Own capacity planning, resource strategy, and utilization in alignment with forecasted demand and growth targets.
• Act as an escalation point for complex or high-risk client situations, ensuring resolution with trust and accountability.
• Define and monitor KPIs including time-to-go-live, adoption readiness, quality of execution, and client satisfaction outcomes.
• Coach and develop Directors and Managers to reinforce consistent execution and scale organizational capability.
• Drive continuous improvement by identifying patterns, evolving playbooks, and incorporating feedback from clients and teams.
• Own, in partnership with the VP of Professional Services, implementation services financial performance, including forecast accuracy, utilization, and services revenue attainment.
• Travel required up to 25%.

Skills

Leadership

Program management

Stakeholder communication

Risk management

Capacity planning

Tools

Salesforce

Jira

Zendesk

PSA tools

Claude

Job description

Kipu Health is seeking a Senior Director of Implementation to lead successful EMR and software deployments for clients. The role oversees Directors, Managers, and Implementation Specialists, driving client outcomes, proactive execution, accountability, and adoption readiness across discovery, design, configuration, training, and go-live.

Responsibilities include setting delivery standards, managing cross-functional partnerships, ensuring quality gates, and maintaining real-time project