Director, Customer Success - Onboarding & Implementation

McKesson•Richmond, VA

1d•Hybrid

About The Position

McKesson is an impact-driven, Fortune 10 company that touches virtually every aspect of healthcare. We are known for delivering insights, products, and services that make quality care more accessible and affordable. Here, we focus on the health, happiness, and well-being of you and those we serve – we care. What you do at McKesson matters. We foster a culture where you can grow, make an impact, and are empowered to bring new ideas. Together, we thrive as we shape the future of health for patients, our communities, and our people. If you want to be part of tomorrow’s health today, we want to hear from you. The Director, Customer Success - Onboarding & Implementation is a highly visible, strategic leadership role responsible for transforming how very large customers are onboarded across McKesson Medical‑Surgical. This leader owns end‑to-end onboarding strategy and execution, ensuring complex, multi‑step implementations are delivered accurately, efficiently, and on schedule. This role serves as the face of the business during the most critical stage of the customer lifecycle. The Director will lead the shift from a primarily tactical onboarding organization to one that operates with strategic rigor, strong business acumen, and industry best practices, resulting in a consistent, high‑quality customer experience and predictable operational outcomes. Success in this role requires a strong, influential leader who can design and drive processes, lead teams through complexity, align and influence stakeholders, and ensure all onboarding activities — including account setup, licensure, inventory readiness, pricing, and operational handoffs — are completed seamlessly by go‑live. This position is hybrid, requiring 1–2 days per week in the office. Ideal candidates will reside in or near Richmond, VA. Relocation assistance is not provided.

Requirements

12+ years of professional experience
4+ years of management experience
Demonstrated experience managing multi‑step, time‑bound customer implementations involving account setup, compliance/licensure, pricing, inventory, and operational readiness
Bachelor’s degree or equivalent experience, and 4+ years leading high‑performing, high‑visibility teams
Exceptional strategic thinking and business acumen, with the ability to balance customer experience, financial performance, and operational discipline
Proven experience building, standardizing, and scaling complex processes in onboarding, implementation, or operational environments
Strong leadership presence with the ability to influence without authority and align diverse stakeholders toward shared outcomes
Track record of driving process improvement, eliminating inefficiencies, and implementing industry best practices
Strong analytical and reporting capabilities, including defining success metrics, tracking deliverables, and maintaining executive‑level dashboards
Excellent written and verbal communication skills, with the ability to elevate communication standards across teams
Customer‑centric mindset with a passion for delivering outstanding experiences during critical moments

Nice To Haves

Healthcare industry experience strongly preferred

Responsibilities

Large Customer Onboarding Strategy & Execution Own the end‑to‑end onboarding strategy for very large, complex customers, ensuring all activities are completed accurately and on time
Lead and orchestrate all onboarding components including account setup, licensure, pricing, inventory readiness, and operational configuration
Design, implement, and continuously improve scalable onboarding processes informed by industry best practices
Drive disciplined execution to meet financial targets and customer go‑live commitments
Stakeholder Engagement & Influence Build strong, trusted partnerships with Sales Leadership, back‑office teams, and cross‑functional stakeholders
Influence priorities and drive accountability across teams to ensure onboarding timelines and commitments are met
Serve as the executive escalation point during onboarding, setting the tone for long‑term customer relationships
Team Leadership, Transformation & Capability Building Lead, mentor, and inspire the Customer Implementation team, shifting the culture from tactical execution to strategic excellence
Establish clear standards, success metrics, and expectations for performance and accountability
Develop training and enablement plans that strengthen implementation rigor, communication cadence, and definitions of success
A transformation of the large customer onboarding function from tactical execution to strategic, best‑in‑class implementation
End‑to‑end onboarding programs that deliver predictable, on‑time, high‑quality customer go‑lives
Cross‑functional alignment across Sales, Operations, Licensing, Inventory, Pricing, and Customer Support
Standardized onboarding frameworks, success metrics, governance models, and executive dashboards
Proactive risk identification and mitigation to ensure customer readiness and financial performance
Clear, consistent communication internally and externally throughout the onboarding lifecycle