Director of Implementation, SaaS

Core Responsibilities

• Reward and develop the existing RCM onboarding team.
• Own the end-to-end onboarding experience for new RCM customers.
• Refine and scale the existing RCM onboarding playbook.
• Establish and track KPIs including time-to-live, CSAT, implementation NPS, and rework rates.
• Serve as an escalation point and executive sponsor for complex or at-risk implementations.
• Design and build the implementation function for Paradigm's home care AMS platform.
• Create tiered onboarding programs aligned to customer size, complexity, and business needs.
• Create implementation collateral, including project plans, data migration guides, training curricula, configuration documentation, and go-live checklists.
• Partner with Product to establish feedback loops.
• Recruit, hire, and develop a team of SaaS Implementation Managers and Specialists.
• Partner with Sales and Engineering to ensure accurate scoping, implementation readiness, and appropriate customer expectations.
• Define and drive alignment around implementation success metrics and best practices.

Experience And Skills

• Minimum of 5 years of experience in implementation, onboarding, or professional services, with at least 3 years in a people leadership role.
• Domain expertise in home care, home health, or broader healthcare RCM, including the billing cycle, payer landscape, EVV, and the operational realities of home care agencies.
• Proven experience leading and scaling SaaS implementation teams and practice, including methodology design, process optimization, and team development.
• Strong process orientation with the ability to design scalable processes, develop implementation playbooks, and drive operational excellence while maintaining agility.
• Data-driven mindset with experience defining, tracking, and leveraging performance metrics to improve implementation outcomes and team performance.
• Cross-functional experience managing dependencies across Sales, Product, Customer Success, and Operations.
• Background at a healthcare SaaS company or healthcare-focused managed services firm preferred.
• Familiarity with Agency Management Software (AMS), home care operations platforms, or similar healthcare technology solutions.
• Experience leading implementation through a company acquisition, product launch, or significant platform expansion.
• Familiarity with change management frameworks (e.g., Prosci, ADKAR) and how they apply to customer onboarding.

Education And Qualifications

• Bachelor's degree in Business Administration, Healthcare Administration, Information Technology, or a related field, or an equivalent combination of education and relevant experience.