Sr. Director, Implementation

Socket.dev; United States; On-site; USD 180,000 - 260,000; Full time

Benefits offered by this job

Competitive salary

Flexible paid time off

11 Paid Holidays

Health, Dental, Vision, Disability, &

Job summary

Kipu Health is seeking a Senior Director of Implementation to lead a multi‑tier organization delivering EMR and related software implementations. You will drive adoption readiness, ensure high‑quality client outcomes, and coordinate with Sales, Product, and Customer Success to align on delivery standards.

The role requires a track record of scalable leadership in SaaS implementation, strong client communication, and a hands‑on approach to governance, risk management, and continuous improvement.

Qualifications

• 10+ years of experience in software implementation, professional services, or customer delivery, preferably in SaaS or healthcare technology environments.
• 5+ years of leadership experience managing multi‑layered teams in implementation or services organizations.
• Proven ability to scale teams with defined role progression while maintaining consistency and accountability.
• Strong alignment to operational excellence principles, including structured delivery and risk management.
• Experience working with third‑party vendors and implementation partners.
• Experience with CRM, AI and service delivery tools (Salesforce, Jira, Zendesk, PSA tools, Claude).
• Working knowledge of healthcare workflows and regulatory requirements; behavioral health experience preferred.

Responsibilities

• Lead a multi‑tier implementation organization across Directors and Managers, ensuring alignment and performance.
• Define and operationalize implementation standards across discovery, solution design, configuration, training, and go‑live readiness.
• Drive a culture of client outcomes, adoption readiness, and accountability.
• Oversee end‑to‑end delivery with rigorous discovery, data validation, training, go‑live, and early adoption.
• Build strong relationships with Sales, Product, Customer Success, and third‑party partners.
• Own capacity planning, resource strategy, and utilization in alignment with forecasted demand.
• Travel required up to 25%.

Skills

Leadership

Software implementation

SaaS

Healthcare

Program management

Cross-functional collaboration

Communication

Executive presence

Tools

Salesforce

Jira

Zendesk

PSA tools

AI tools

Job description

Senior Director - Implementation

About Kipu

At Kipu Health, we’re passionate about creating better paths to better patient care. Join us in our work to advance behavioral health care in our communities. Our innovative solutions support providers in treating addiction, eating disorders and many other behavioral health conditions. While our EMR, CRM and revenue cycle solutions help behavioral health facilities succeed in managing their patients’ entire care journey, it’s through our people that we truly make a difference.

Job Description

The Senior Director, Implementation is responsible for leading the successful delivery of Kipu’s EMR and related software implementations for new and existing clients. This role oversees a multi‑layered organization of Directors, Managers, and Implementation Specialists, ensuring consistent execution, scalable delivery, and high‑quality client outcomes.

This leader defines and reinforces how Kipu “shows up” in Implementation, driving a culture centered on client outcomes, proactive execution, accountability, and adoption readiness. The role partners closely with Sales, Product, Customer Success, Finance and coordinating with third‑party partners to deliver seamless, high‑impact client experiences.

Success in this role requires building a high‑performing organization that consistently executes against Kipu’s implementation best practices, ensuring clients are fully prepared to adopt, operate, and realize long‑term value from Kipu’s solutions.

Your Responsibilities

• Lead a multi‑tiered implementation organization (Directors, Managers, and Implementation Specialists I-III), ensuring alignment, accountability, and performance across all 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 - not just product capabilities.
• 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 accurate, real‑time visibility across Slack, Salesforce, and project artifacts.
• Partner collaboratively across internal teams—Sales, Product, Customer Success, Support, and Operations to ensure aligned, seamless client experiences.
• Build and manage relationships with third‑party partners, ensuring coordinated delivery, accountability, 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 while maintaining trust and accountability.
• Define and monitor key performance indicators, including time‑to‑go‑live, adoption readiness, quality of execution, and client satisfaction outcomes.
• Coach and develop Directors and Managers to reinforce consistent execution, raise performance standards, and scale organizational capability.
• Drive continuous improvement by identifying patterns, evolving playbooks, and incorporating feedback from clients, teams, and performance data.
• 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%

Your Qualifications

• 10+ years of experience in software implementation, professional services, or customer delivery, preferably in SaaS or healthcare technology environments.
• 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 (e.g., Specialist I–III) 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.

Benefits & Compensation

• Highly competitive salary based on your local market’s compensation data.
• Flexible paid time off.
• 11 Paid Holidays.
• Health, Dental, Vision, Disability, and Life Insurance.
• Parental Leave.
• Pet Insurance.
• 401(K) with Company Match.
• Career Path Program.

Mission

Kipu’s mission is to empower caregivers and patients on every step of the recovery journey. By expanding Kipu’s ecosystem of innovative applications and services, Kipu helps treatment centers achieve the best outcomes across all levels of care, improving the individual, community, and public health.Kipu values and celebrates diversity and is committed to creating an inclusive environment for all employees. We believe creating teams made up of individuals with various backgrounds, experiences, and perspectives inspires innovation, collaboration, and challenges us to produce better solutions.