Lead the design and execution of customer onboarding for a fast-growing SaaS platform serving enterprise healthcare organizations. You will own the full implementation lifecycle, from contract signature to full product adoption, ensuring customers achieve value quickly and sustainably.
What You'll Do
- Shape the strategic direction of implementation, defining service models, operational frameworks, and scalable onboarding methodologies
- Develop segmented onboarding strategies tailored to enterprise, mid-market, and strategic accounts
- Establish measurable success criteria including Time to First Value, full feature activation, Implementation NPS, and impact on expansion
- Lead, develop, and expand a team of technical implementation engineers, setting performance benchmarks and career growth paths
- Design repeatable processes, playbooks, and tooling to support consistent, high-quality delivery at scale
- Own capacity planning and forecasting to align team resources with onboarding demand
- Collaborate with Sales to support technical validation and scoping in late-stage deals
- Act as a senior point of contact for high-risk or strategic implementations
- Partner with Product and Engineering to surface friction points and influence roadmap priorities
- Ensure smooth handoffs to Customer Success and enable long-term growth through strong technical foundations
- Represent implementation leadership across the organization, advocating for investments that improve scalability and customer outcomes
Requirements
- 8+ years in technical customer-facing roles such as Implementation, Solutions Engineering, or Customer Success Engineering
- 3+ years managing and scaling technical teams in a SaaS environment
- Proven experience building implementation functions from early stages to scale
- Strong technical fluency in web technologies, APIs, data pipelines, and marketing tech ecosystems
- Hands-on experience with HTML, CSS, JavaScript, and tag management systems
- Familiarity with analytics platforms and data warehouses such as Looker, Tableau, Snowflake, or Redshift
- Ability to analyze complex data sets and build operational dashboards
- Experience defining KPIs, forecasting volume, and balancing customization with scalability
- Strong communication skills with the ability to engage executives on technical and business value
- Skill in translating technical capabilities into measurable business impact
Benefits
- Competitive salary and significant equity with a 10-year exercise window
- Fully remote work environment within the U.S.
- $150 monthly stipend for coworking spaces
- Half-day Fridays every week
- 16 weeks of fully paid parental leave after six months of employment
- Unlimited PTO with a minimum 2-week usage requirement
- 100% employer-covered health, dental, and vision for employees; 80% for dependents
- Two annual “Treat Yourself” days—$100 and a day off
- Company-wide offsites twice a year in destinations like Arizona, Jackson Hole, and Nashville
- Annual department-specific offsites
