Portfolio Jobs

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.