Director, Implementation – Customer Success

This is a fully remote position, open to applicants in United States.

📋 Description

• Oversee enterprise implementations from the point of sales handoff to launch and stabilization, serving as the main contact for accountability and escalation.

• Convert customer objectives into cohesive plans that integrate clinical operations, technology, Epic and MyChart workflows, patient access, marketing, analytics, and governance.

• Manage the scope, milestones, dependencies, risks, resources, readiness for launch, and decisions made by executives.

• Create scalable implementation playbooks, tools, and methodologies while predicting project demand and capacity requirements.

• Guide the post-launch customer journey from activation and adoption to optimization and demonstrable value.

• Formulate success plans, performance indicators, adoption targets, and value milestones.

• Monitor customer health, detect risks and service opportunities, and coordinate plans for mitigation and enhancement.

• Counsel customer leaders on performance, priorities, challenges, and opportunities for renewal or expansion.

• Set up customer governance structures, including steering committees, Joint Advisory Committees, operational reviews, and quarterly business evaluations.

• Deliver reports on progress, risks, decisions, adoption, and performance metrics.

• Align internal teams with customer commitments, priorities, and responsible execution.

• Transform customer feedback into enhancements while adhering to contractual, operational, privacy, security, and regulatory standards.

⛳️ Requirements

• Minimum of seven years of experience in implementation, customer success, project or program management, healthcare SaaS, health technology, or enterprise technology delivery.

• Extensive experience with Epic, MyChart, EHR integrations, interoperability, digital health platforms, or patient engagement technologies.

• Proven track record in leading complex, multi-stakeholder programs from initiation through launch, stabilization, and continuous optimization.

• Experience collaborating with health systems, provider organizations, digital health firms, or enterprise healthcare technology settings.

• Strong comprehension of customer adoption, value realization, executive governance, renewal support, and expansion strategies.

• Exceptional project management skills, encompassing scope, timelines, dependencies, risks, issues, and stakeholder management.

• Executive presence with the ability to communicate effectively with C-suite, clinical, operational, and technology leaders.

• Strong analytical acumen with the ability to interpret operational, financial, utilization, and performance data into clear recommendations.

• Bachelor’s degree or an equivalent combination of education and relevant experience.

• Preferred: experience in virtual care, primary care, behavioral health, urgent care, ambulatory care, or digital patient access.

• Preferred: experience with SaaS delivery, system integration, or healthcare interoperability.

• Preferred: experience in developing implementation playbooks, operating models, governance frameworks, technical documentation, or customer success strategies.

• Preferred: experience with customer health scoring, executive business reviews, account planning, renewals, or expansion efforts.

• Preferred: experience in creating new processes and tools in a dynamic, growth-oriented organization.

• Preferred: PMP, Lean, Six Sigma, Agile, Prosci, customer success, or similar certification.

🏝️ Benefits

• Competitive compensation and benefits.

• 401(k) plan with company matching from Day 1.

• Flexible, remote-first work environment.

• Chance to influence a scalable customer delivery function at a rapidly growing virtual-first care company.

• Significant work that enhances access, improves patient experiences, and bolsters healthcare organizational performance.

• A collaborative team that values ownership, respect, systems thinking, boldness, and connected care.

• Travel as needed for customer engagements and leadership retreats.