About 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.
- Ensure strong documentation discipline and transparency, with accurate,
real-time visibility across Slack, Salesforce, and project artifacts.
- Partner collaboratively across internal teams—Sales, Product, Customer Success,
Support, and Operations—to ensure aligned, seamless client experiences.
- Build and manage relationships with third-party partners, ensuring
coordinated delivery, accountability, and alignment to Kipu standards.
- Own capacity planning, resource strategy, and utilization in alignment with
forecasted demand and growth targets.
- Act as an escalation point for complex or high-risk client situations, ensuring
resolution while maintaining trust and accountability.
- Define and monitor key performance indicators, including time-to-go-live,
adoption readiness, quality of execution, and client satisfaction outcomes.
- Coach and develop Directors and Managers to reinforce consistent execution,
raise performance standards, and scale organizational capability.
- Drive continuous improvement by identifying patterns, evolving playbooks, and
incorporating feedback from clients, teams, and performance data.
- Travel required up to 25%
Your Qualifications
- 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.
Benefits & Compensation
- Highly competitive salary based on your local market’s compensation data.
- Flexible paid time off.
- 11 Paid Holidays.
- Health, Dental, Vision, Disability, and Life Insurance.
- Parental Leave.
- Pet Insurance.
- 401(K) with Company Match.
- Career Path Program.
Mission
Kipu’s mission is to empower caregivers and patients on every step of the recovery
journey. By expanding Kipu’s ecosystem of innovative applications and services, Kipu
helps treatment centers achieve the best outcomes across all levels of care, improving
the individual, community, and public health.
Kipu values and celebrates diversity and is committed to creating an inclusive
environment for all employees. We believe creating teams made up of individuals with
various backgrounds, experiences, and perspectives inspires innovation, collaboration,
and challenges us to produce better solutions.
