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August Health is a Series B healthtech company building a modern operating platform and electronic health record (EHR) for senior living operators. The mission is to empower caregivers and simplify their workflows so they can focus on delivering high-quality care.
As Director of Implementation, you will lead the implementation team responsible for taking customers from signed contract through successful go-live, as well as managing implementations for existing customers adopting new products, expanding to additional communities, or navigating acquisitions. This is both a leadership and builder role.
Key responsibilities include:
- Lead and develop a high-performing Implementation team, managing Implementation Managers across net-new and live-customer implementations. Create clarity around expectations, ownership, development, and performance. Build the team structure needed as August scales.
- Own the implementation experience from post-sale through go-live and early stabilization. Be accountable for strategy and execution, ensuring customers launch successfully and are positioned for long-term success before transitioning to Customer Success.
- Oversee implementations for live customers adopting new products, adding communities through organic growth or acquisitions, and expanding their use of August. These projects require quickly understanding complex existing configurations and adapting them on accelerated timelines.
- Build for scale by continuously evaluating implementation processes and identifying opportunities to make the experience more efficient, repeatable, and effective. Develop processes, playbooks, tooling, metrics, and operating rhythms that allow the team to support increasing complexity without simply adding headcount.
- Develop deep product and implementation expertise. Understand August Health's products, configurations, workflows, integrations, and implementation methodology well enough to coach others, troubleshoot complex situations, and step directly into the work when necessary.
- Use technology to improve team effectiveness. Look for opportunities to automate or eliminate manual work using modern AI and no/low-code tools. Partner with technical teammates to turn ideas into scalable solutions.
- Serve as the escalation point for complex implementations. Help the team navigate ambiguous situations, challenging customer dynamics, novel configurations, and scenarios where existing playbooks don't apply.
- Partner across August Health with Sales, Customer Success, Support, Product, Engineering, and Data to ensure clean handoffs, surface customer insights, influence product priorities, and improve the end-to-end customer journey.
- Build visibility and operating cadence to understand implementation health, capacity, risks, timelines, and outcomes across the team. Use these insights to proactively address issues and improve strategy.
The ideal candidate brings 7+ years of experience in Implementation, Professional Services, Customer Success, Program Management, or a related customer-facing function, ideally in B2B SaaS, healthcare technology, or another complex software environment. You should have 3+ years of people leadership experience with a track record of developing strong teams and leaders. You've led complex, multi-stakeholder software implementations and understand what excellent implementation looks like from both customer and company perspectives.
You are a builder at heart who naturally notices inefficient processes, unclear ownership, or missing infrastructure and wants to improve them. You move comfortably between strategy and execution—designing the implementation operating model in one conversation and digging into the details of a challenging customer configuration in the next. You are highly systems-oriented and technically curious; while you don't need to be an engineer, you instinctively reach for technology and automation when solving operational problems.
You are excited by AI-assisted tooling and automation and comfortable experimenting with new ways to make teams more effective. You can quickly understand complex products, customer workflows, data structures, and system configurations. You communicate exceptionally well and can build credibility with everyone from an Implementation Manager to a customer's C-suite. You are comfortable operating in ambiguity and creating structure where it doesn't yet exist.
You care deeply about customer experience while understanding that delivering great experiences at scale requires strong processes, clear expectations, and operational discipline. Healthcare or senior living experience is a plus but not required; the right underlying aptitude and ability to learn the domain is what matters most.
August Health offers market-competitive compensation based on experience and ability, including significant equity option grants. Benefits include 100% company-paid premiums for health, dental, and vision coverage, company contributions to HSA, 2% 401(k) match, flexible time off, 100% paid family leave, and all-expenses-paid in-person company offsites twice a year.
