Director of Onboarding – Implementation

This is a fully remote position, open to applicants in United States, +2 more locations.

📋 Description

• Establish and champion a long-term vision for onboarding and implementation at EverHealth, converting it into a strategic roadmap that encompasses EHR and billing product lines.

• Take ownership of time-to-first-value as the key performance indicator, reengineering milestones, workflows, and staffing structures.

• Collaborate with Sales to view onboarding as an integral part of the purchasing journey, reinforcing the initial value proposition.

• Transition the operational model from feature training to a consultative, workflow-oriented implementation approach.

• Oversee onboarding processes across various product and feature rollouts, including payments and RCM.

• Develop and enhance a scalable, predominantly virtual delivery model catering to a large volume of small and medium-sized practices.

• Manage a team of managers and support the development of management and frontline specialist teams.

• Create career pathways that reward consultative expertise and technical skills.

• Develop repeatable playbooks, journey maps, and AI-enhanced tools.

• Collaborate with Product, Support, Customer Success, and Sales to create feedback loops, address systemic challenges, and ensure smooth transitions.

• Define, monitor, and report onboarding metrics including time to first value, time to go-live, onboarding customer satisfaction, and 30/60/90-day adoption rates.

• Act as the executive escalation contact for implementations at risk.

• Report directly to the VP of Customer Experience.

⛳️ Requirements

• Over 8 years of experience leading Onboarding, Implementation, or Professional Services teams in SaaS, including a minimum of 3 years in a director-level or comparable leadership position.

• Demonstrated experience in building or scaling a high-volume, remote-first onboarding model for small and medium-sized clients, rather than a heavy onsite or enterprise implementation setting.

• Proven track record in transforming a team's approach from transactional training to consultative, outcomes-driven customer engagement, leveraging AI and foundational digital-led content to enhance the experience.

• Strong understanding of time-to-value, adoption, and onboarding health metrics, with the capability to convert data into operational improvements.

• Experience managing onboarding processes across multiple, distinct products or workflows concurrently.

• Strong executive presence and cross-functional influence, with the capacity to collaborate effectively with leadership from Sales, Product, and Customer Success.

• Proven ability to develop scalable processes, playbooks, and tools from the ground up.

• Must have eligibility to work without sponsorship in the United States or Canada.

• Familiarity with EHR, practice management, or medical billing/revenue cycle management software.

• Background in healthcare technology, digital health, or experience with small and medium-sized healthcare practices.

• Experience in navigating HIPAA-compliant environments or other regulated sectors.

• Knowledge of onboarding/CS tools (e.g., Salesforce, Gainsight, Totango, Smartsheet, or similar).

• An MBA or relevant advanced degree is a plus.

🏝️ Benefits

• Flexibility to work in the manner that suits you best within your country of employment – whether in-office, remote, or hybrid.

• Comprehensive health and wellness benefits, including an annual wellness stipend.

• 401k plan with up to a 4% match and immediate vesting.

• Generous and flexible time-off policy (FTO).

• Employee Stock Purchase Program.

• Student Loan Repayment Program.

• Occasional travel for company or team gatherings.