Sr. Director, Implementation
- Compensation
- Not disclosed
- Location
- US
- Work setup
- Not specified
- Seniority
- Senior
- Employment
- Not specified
- Experience
- 5+ years
- Category
- Not specified
- Posted
Skills
Must have
- 10+ years of experience in software implementation, professional services, or customer delivery, preferably in SaaS or healthcare technology environments.
- 5+ years of leadership experience managing multi‑layered teams (e.g., Managers and Directors) in implementation or services organizations.
- Proven ability to scale teams with defined role progression (e.g., Specialist I–III) while maintaining consistency, quality, and accountability.
- Strong alignment to operational excellence principles, including structured delivery, risk management, and standardized execution.
- Demonstrated ability to foster a culture of proactive ownership, accountability, and continuous improvement.
- Experience working collaboratively across internal functions to deliver unified client outcomes.
- Experience managing and coordinating with third‑party vendors and implementation partners.
- Strong communication and executive presence, with the ability to lead client interactions and influence internal stakeholders.
- Deep experience in project delivery, including scope management, timelines, and risk mitigation.
- Experience with CRM, AI and service delivery tools (e.g., Salesforce, Jira, Zendesk, PSA tools, Claude, etc).
- Working knowledge of healthcare workflows and regulatory requirements (e.g., HIPAA, PHI, EDI, etc); behavioral health experience preferred.
Full description
Senior Director - ImplementationAbout Kipu
At Kipu Health, we’re passionate about creating better paths to better patient care. Join us in our work to advance behavioral health care in our communities. Our innovative solutions support providers in treating addiction, eating disorders and many other behavioral health conditions. While our EMR, CRM and revenue cycle solutions help behavioral health facilities succeed in managing their patients’ entire care journey, it’s through our people that we truly make a difference.
Job Description
The Senior Director, Implementation is responsible for leading the successful delivery of Kipu’s EMR and related software implementations for new and existing clients. This role oversees a multi‑layered organization of Directors, Managers, and Implementation Specialists, ensuring consistent execution, scalable delivery, and high‑quality client outcomes.
This leader defines and reinforces how Kipu “shows up” in Implementation, driving a culture centered on client outcomes, proactive execution, accountability, and adoption readiness. The role partners closely with Sales, Product, Customer Success, Finance and coordinating with third‑party partners to deliver seamless, high‑impact client experiences.
Success in this role requires building a high‑performing organization that consistently executes against Kipu’s implementation best practices, ensuring clients are fully prepared to adopt, operate, and realize long‑term value from Kipu’s solutions.
Your Responsibilities
- Lead a multi‑tiered implementation organization (Directors, Managers, and Implementation Specialists I-III), ensuring alignment, accountability, and performance across all levels.
- Establish and operationalize implementation standards and best practices across discovery, solution design, configuration, training, documentation, and go‑live readiness.
- Ensure teams consistently prioritize client outcomes over task completion, driving adoption, confidence, and long‑term success.
- Drive a culture of proactive execution and accountability, including early risk identification, active issue management (RAID), and clear ownership of outcomes.
- Oversee end‑to‑end implementation delivery, ensuring structured, high‑quality execution across discovery, configuration, data validation, training, go‑live, and early adoption.
- Ensure discovery and solution design practices are rigorous, client‑centric, and aligned to operational realities - not just product capabilities.
- Champion high‑quality training and knowledge transfer, ensuring clients can confidently execute workflows independently prior to go‑live.
- Enforce go‑live readiness as a quality gate, ensuring clients are prepared for adoption rather than driven by timelines alone.
- Drive excellence in client communication and meeting leadership, ensuring interactions are structured, outcome‑driven, and build trust.