Director, Implementation & Customer Success
New
J
JobgetherHealthcare Technology
Based in United StatesFull-TimeDirector
Salary not disclosed
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Job Details
- Experience
- 7+ years
- Required Skills
- Project ManagementStakeholder managementCustomer SuccessEHRData analytics
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.
- Strong analytical judgment and the ability to turn operational, financial, utilization, and performance data into actionable recommendations.
- Demonstrated ability to build relationships, influence without direct authority, manage ambiguity, and maintain alignment across multiple stakeholders.
- Bachelor’s degree or equivalent combination of education and relevant experience.
Responsibilities
- 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.
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