SlipstreamJobs tracks this role from the company's public career site. Apply directly on the employer's site.
Kipu Health is seeking a Senior Director of Implementation to lead the successful delivery of its EMR and related software implementations for behavioral health clients. This role oversees a multi-layered organization of Directors, Managers, and Implementation Specialists, driving consistent execution, scalable delivery, and high-quality client outcomes.
You will define and reinforce how Kipu "shows up" in Implementation, establishing a culture centered on client outcomes, proactive execution, accountability, and adoption readiness. You'll partner closely with Sales, Product, Customer Success, Finance, and third-party partners to deliver seamless, high-impact client experiences.
Key responsibilities include:
- Leading a multi-tiered implementation organization with clear alignment, accountability, and performance management across all levels
- Establishing and operationalizing implementation standards and best practices across discovery, solution design, configuration, training, documentation, and go-live readiness
- Ensuring teams prioritize client outcomes over task completion, driving adoption, confidence, and long-term success
- Driving a culture of proactive execution and accountability, including early risk identification and active issue management
- Overseeing end-to-end implementation delivery with structured, high-quality execution
- Ensuring rigorous, client-centric discovery and solution design aligned to operational realities
- Championing high-quality training and knowledge transfer so clients can confidently execute workflows independently
- Enforcing go-live readiness as a quality gate rather than being driven by timelines alone
- Driving excellence in client communication and meeting leadership
- Ensuring strong documentation discipline and real-time visibility across tools (Slack, Salesforce, project artifacts)
- Partnering collaboratively across internal teams for aligned, seamless client experiences
- Building and managing relationships with third-party partners
- Owning capacity planning, resource strategy, and utilization aligned with forecasted demand and growth
- Acting as escalation point for complex or high-risk client situations
- Defining and monitoring KPIs including time-to-go-live, adoption readiness, quality of execution, and client satisfaction
- Coaching and developing Directors and Managers to reinforce consistent execution and scale organizational capability
- Driving continuous improvement by identifying patterns and evolving playbooks
- Owning implementation services financial performance in partnership with VP of Professional Services
- Travel required up to 25%
Requirements:
- 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 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
