Director of Implementation, SaaS

PARADIGM SENIOR SERVICES•North Miami, FL

1d•Hybrid

About The Position

The Director of Implementation, SaaS is responsible for leading and scaling the implementation organization that delivers exceptional onboarding experiences across both Paradigm Health Technology's established Revenue Cycle Management (RCM) managed services and growing SaaS platform. This strategic leadership role oversees the successful implementation of new customers by driving operational excellence, developing high-performing teams, and establishing scalable implementation methodologies that support long-term growth. This role leads and evolves an established RCM implementation team while building and maturing the implementation function for our home care Agency Management System (AMS) platform. Success requires a leader who can balance strategic vision with operational execution, driving consistency, efficiency, and accountability while fostering a culture of collaboration and continuous improvement to support a scalable SaaS onboarding practice. As a highly visible leader, the Director partners closely with Sales, Customer Success, Product, and Operations to ensure seamless customer transitions from contract through go-live while continuously improving the customer implementation experience.

Requirements

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
Executive presence, with the ability to communicate effectively with frontline team members, cross-functional leaders, and executive customer stakeholders
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
Bachelor's degree in Business Administration, Healthcare Administration, Information Technology, or a related field, or an equivalent combination of education and relevant experience

Responsibilities

Lead and develop the existing RCM onboarding team, setting clear performance expectations, career paths, and accountability structures
Own the end-to-end onboarding experience for new RCM customers - from contract execution through go-live and transition to ongoing operations
Refine and scale the existing RCM onboarding playbook; identify gaps, reduce time-to-value, and improve implementation quality and consistency
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, including methodology, team structure, tooling, and staffing strategy
Develop tiered onboarding programs (e.g., self-service, guided, and white-glove) 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 that translate customer feedback and implementation insights into product roadmap priorities
Recruit, hire, and develop a team of SaaS Implementation Managers and Specialists as the platform scales
Serve as the primary liaison between Sales (handoff and scope alignment), Customer Success (graduation and retention risk), and Operations (billing readiness) to ensure seamless customer transitions and implementation readiness
Partner with Sales and Engineering to ensure accurate scoping, implementation readiness, and appropriate customer expectations before contract execution
Define and drive alignment around implementation success metrics and best practices across both the managed services and SaaS businesses