Director, Implementation & Customer Success

This position is listed on behalf of a partner company, who manages all applications and next steps. Our partner is looking for a Director, Implementation & Customer Success based in United States.

• 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.

• 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.

• 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.