Director of Customer Implementation
About The Position
Healthie is seeking a Director of Customer Implementation to lead and scale our Enterprise Implementation function. This role is responsible for the people leadership, operational excellence, and strategic direction of our implementation team, ensuring that every customer onboarding and implementation is delivered with consistency, quality, and speed. You will lead a team of Customer Implementation Managers (CIMs), define the operating model for how implementations are delivered, and ensure the organization has the processes, accountability structures, and cross-functional alignment needed to scale. This role sits at the intersection of customer delivery, operational strategy, and cross-functional leadership. You will work closely with Customer Success, Product, Customer Engineering, RevOps, and Support to ensure implementation programs are executed effectively and continuously improved based on data, customer feedback, and business outcomes. While this role remains connected to the customer experience, the primary focus is leading the team and scaling the function, rather than directly managing day-to-day customer implementations. This role is ideal for a leader who thrives in fast-moving environments and enjoys building structure, clarity, and accountability within growing organizations.
Requirements
- You have 8+ years of experience in SaaS implementations, customer success, professional services, or program management, with 5+ years in a people leadership role.
- You have experience leading and scaling implementation or onboarding teams responsible for complex enterprise customers.
- You bring a strong understanding of operational leadership, including process design, accountability frameworks, and cross-functional collaboration.
- You are comfortable managing competing priorities across customers, teams, and internal stakeholders while maintaining clarity and structure.
- You have experience working in digital health, healthcare technology, or regulated SaaS environments, with familiarity in healthcare workflows and compliance considerations (e.g., HIPAA).
- You are a strong communicator who can align stakeholders across the organization and represent the implementation function with executive leadership.
- You thrive in fast-paced, evolving environments and bring a strong bias toward execution and continuous improvement.
- You embody Healthie’s core values (Respect, Reliability, Resilience) in your work and leadership style.
Responsibilities
- Lead and develop a team of Customer Implementation Managers responsible for enterprise and strategic implementations
- Provide coaching, performance management, and career development to ensure the team consistently delivers high-quality customer outcomes
- Establish clear expectations for execution, ownership, and communication across the implementation team
- Create a culture of accountability, reliability, and continuous improvement
- Define and evolve Healthie’s implementation methodology and operating model
- Ensure consistent execution across all customer implementations, including timelines, milestones, and success criteria
- Build scalable frameworks, playbooks, and documentation that enable the team to deliver repeatable outcomes
- Establish implementation benchmarks for timeline, quality, and adoption
- Partner closely with Customer Success, Product, Engineering, RevOps, Support, and Executive Leadership to remove implementation blockers and accelerate customer outcomes
- Ensure customer feedback and implementation insights inform product development and roadmap prioritization
- Align internal teams around clear ownership and communication during customer launches
- Oversee strategic and complex implementations to ensure successful outcomes
- Serve as an executive escalation point for high-impact customer issues during implementation
- Ensure the team delivers a solutions-oriented customer experience that builds long-term trust and partnership
- Define and track implementation performance metrics including timeline, adoption, customer satisfaction, and operational efficiency
- Use data to identify process gaps and drive improvements across the implementation lifecycle
- Partner with RevOps to ensure accurate reporting, forecasting, and operational visibility
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What This Job Offers
Job Type
Full-time
Career Level
Director
Education Level
No Education Listed
