DIRECTOR, IMPLEMENTATION & CUSTOMER SUCCESS

Accountabilities: • Lead enterprise implementations from sales handoff through go-live and stabilization, acting as the primary point of accountability and escalation. • Translate customer objectives into integrated implementation plans spanning clinical operations, technology, Epic/MyChart workflows, patient access, marketing, analytics, and governance. • Manage scope, timelines, milestones, dependencies, risks, resources, launch readiness, and executive decisions across complex programs. • Develop repeatable implementation playbooks, tools, processes, and capacity forecasts to enable scalable customer delivery. • Own the post-launch customer journey, driving activation, adoption, optimization, and measurable value realization. • Create customer success plans, performance metrics, adoption targets, and value milestones aligned with customer priorities. • Monitor customer health, identify risks and opportunities, and coordinate mitigation, improvement, renewal, and expansion strategies. • Establish and lead customer governance structures, including steering committees, advisory groups, operational reviews, and quarterly business reviews. • Provide clear reporting on progress, performance, risks, decisions, adoption, and outcomes to customer and internal leadership. • Align cross-functional teams around customer commitments, priorities, and accountable execution while translating customer feedback into operational improvements. • Ensure customer activities and delivery practices align with contractual, operational, privacy, security, and regulatory requirements. Requirements: • 7+ years of experience in implementation, customer success, project or program management, healthcare SaaS, health technology, or enterprise technology delivery. • Deep experience with Epic, MyChart, EHR integrations, interoperability, digital health platforms, or patient engagement technologies. • Proven success leading complex, multi-stakeholder programs from kickoff through launch, stabilization, and ongoing optimization. • Experience working with health systems, provider organizations, digital health companies, or enterprise healthcare technology environments. • Strong understanding of customer adoption, value realization, executive governance, renewal support, and expansion strategy. • Excellent project management skills, including scope, timeline, dependency, risk, issue, resource, and stakeholder management. • Strong executive presence, with the ability to communicate credibly with C-suite, clinical, operational, and technology leaders, particularly in situations involving risk or ambiguity. • Strong analytical judgment and the ability to turn operational, financial, utilization, and performance data into actionable recommendations. • Experience building implementation playbooks, operating models, governance processes, technical documentation, or customer success frameworks is preferred. • Experience with virtual care, primary care, behavioral health, urgent care, ambulatory care, digital patient access, SaaS delivery, or healthcare interoperability is a plus. • Experience with customer health scoring, executive business reviews, account planning, renewals, or expansion is advantageous. • Experience establishing new processes and tools within a fast-moving, growth-stage environment is valued. • PMP, Lean, Six Sigma, Agile, Prosci, customer success, or comparable certification is a plus. • Bachelor’s degree or equivalent combination of education and relevant experience. • Demonstrated ability to build relationships, influence without direct authority, manage ambiguity, and maintain alignment across multiple stakeholders. Benefits: • Competitive compensation and benefits package. • 401(k) retirement plan with company match from Day 1. • Flexible, remote-first work environment within the United States. • Leadership opportunity to shape and scale a customer implementation and success function. • Meaningful work focused on expanding access, improving patient experiences, and strengthening healthcare delivery. • Collaborative environment centered on ownership, respect, systems thinking, boldness, and connected care. • Travel as needed for customer engagements and business requirements. How Jobgether works: We use an AI-powered matching process to ensure your application is reviewed quickly, objectively, and fairly against the role's core requirements. Our system identifies the top-fitting candidates, and this shortlist is then shared directly with the hiring company. The final decision and next steps (interviews, assessments) are managed by their internal team. We appreciate your interest and wish you the best!  Why Apply Through Jobgether?    Data Privacy Notice: By submitting your application, you acknowledge that Jobgether will process your personal data to evaluate your candidacy and share relevant information with the hiring employer. This processing is based on legitimate interest and pre-contractual measures under applicable data protection laws (including GDPR). You may exercise your rights (access, rectification, erasure, objection) at any time.     #LI-CL1