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Director, Client Onboarding & Implementation

Included Health· Growth & Business Excellence – Client Success
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Remote$163.8k - $231.4kFull-timePosted 4w ago

About the role

Director responsible for leading the client onboarding and implementation function, overseeing multi-workstream launches, cross-functional collaboration, and continuous improvement of implementation processes and governance to deliver high-quality client outcomes.

Responsibilities

  • Lead, develop, and retain a high-performing organization of implementation leaders, consultants, project managers, and related client-facing professionals.
  • Set clear expectations for delivery quality, client experience, collaboration, and accountability; provide coaching, performance management, and career development.
  • Build leadership capacity through succession planning, mentoring, and development of future people leaders.
  • Partner with leadership on staffing, capacity planning, workload distribution, and seasonal readiness across the implementation portfolio.
  • Oversee end-to-end implementation delivery across the team’s portfolio, ensuring strategy, resourcing, governance, and execution for standard, complex, and transformational launches.
  • Establish clear expectations for launch readiness, quality, on-time delivery, post-launch stability, and client transition.
  • Ensure teams identify dependencies, manage scope and timelines, and maintain ownership of deliverables and decisions.
  • Review portfolio health and intervene early when risks, capacity constraints, or execution issues threaten outcomes.
  • Establish governance models, operating rhythms, escalation paths, and decision-making practices for complex implementations.
  • Serve as escalation point for implementation risks and client issues with strategic, commercial, operational, or reputational implications.
  • Build trust through transparent communication, sound judgment, clear recommendations, and consistent follow-through.
  • Use retrospectives, client feedback, and performance trends to identify gaps and prioritize improvements.
  • Establish quality controls and adoption mechanisms to improve consistency and efficiency.
  • Translate improvements into practical guidance, enablement, and repeatable ways of working.
  • Align Sales, Client Success, Product, Engineering/Systems, Operations, Clinical, and other partners around priorities and outcomes.
  • Surface recurring themes and constraints to inform product, process, staffing, and business decisions.
  • Clarify ownership and drive resolution across organizational boundaries.
  • Maintain product, systems, integrations, and operational fluency to guide strategy and challenge assumptions.
  • Partner with Product, Engineering/Systems, Care, Clinical, and Support to ensure readiness for launches.
  • Translate client requirements into feasible implementation approaches while balancing client needs and scalability.
  • Develop tools and reporting to improve visibility into readiness, risks, and portfolio performance.
  • Coordinate smooth transition from implementation to ongoing client ownership post-launch.
  • Monitor early post-launch performance and assign owners for material issues with clear plans.

Qualifications

  • 8+ years of progressive experience in SaaS implementation, client onboarding, implementation consulting, program management, or project management; 10+ years preferred.
  • 3+ years of experience leading and developing client-facing implementation or project management professionals.
  • Proven experience leading complex, multi-workstream implementations with cross-functional dependencies and executive stakeholders.
  • Ability to balance strategic consulting with disciplined project execution, via direct leadership or blended teams.
  • Experience managing risks and escalations, improving quality, and delivering high-quality launches.
  • Executive presence and client leadership skills; ability to facilitate governance forums and align competing priorities.
  • Track record of building scalable implementation methodologies, playbooks, standards, and processes.
  • Strong cross-functional leadership across Sales, Client Success, Product, Engineering/Systems, Operations, Clinical, and partners.
  • Experience in healthcare, employee benefits, health tech, or related ecosystem; understanding client, carrier, partner, and operational requirements.
  • Bachelor’s degree or equivalent experience.

Skills

Required:SaaS implementation leadershipExecutive stakeholder management

Benefits

  • Bonus
  • Equity
  • Remote-first culture
  • 401(k) savings plan through Fidelity
  • Comprehensive medical, vision, and dental coverage
  • Paid Time Off (PTO) and Discretionary Time Off (DTO)
  • 12 weeks of 100% Paid Parental Leave
  • Fertility coverage and surrogacy/adoption support
  • Paid leave for failed treatments, adoption or pregnancies
  • Work-from-home reimbursement
Last updated Oct 21, 2026. Interested? Apply on the company site.

About Included Health

Designed to treat you better.™

Included Health delivers personalized virtual care, navigation, and cost-saving healthcare solutions for employers, health plans, and members.

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