EverHealth: Director of Onboarding + Implementation
About The Position
EverCommerce is seeking an operational and visionary Director of Onboarding & Implementation to lead the team that gets new EverHealth customers live on their EHR and billing products. This role owns the customer journey from signed contract through go-live and early adoption for a high-volume base of small and medium-sized practices, delivered almost entirely without onsite implementation. The Director will be responsible for setting the long-term vision for onboarding at EverHealth, as well as actively participating in workflow redesign, escalation resolution, and team coaching. The primary goal is to optimize the 'time to first value' for new customers, ensuring they quickly experience the intended outcomes of the software. Additionally, the role aims to evolve the team's approach from basic software training to consultative practice partnership, helping customers improve their business operations. This position reports to the VP of Customer Experience and collaborates closely with Sales, Product, and Customer Success leadership.
Requirements
- 8+ years leading Onboarding, Implementation, or Professional Services teams in SaaS, including at least 3+ years in a director-level or equivalent leadership role.
- Proven experience building or scaling a high-volume, remote-first onboarding model for small and medium-sized customers, not a heavy onsite/enterprise implementation environment.
- Track record of shifting a team's approach from transactional training to consultative, outcomes-based customer engagement, driven by AI and foundational digital-led content to optimize the experience.
- Deep fluency in time-to-value, adoption, and onboarding health metrics, with the ability to translate data into operational change.
- Experience managing onboarding across multiple, distinct products or workflows simultaneously.
- Strong executive presence and cross-functional influence, with the ability to partner closely with Sales, Product, and Customer Success leadership.
- Demonstrated ability to build scalable processes, playbooks, and tooling from the ground up.
- Must be eligible to work without sponsorship.
- Must be eligible to work without sponsorship to qualify for this position.
Nice To Haves
- Experience with EHR, practice management, or medical billing/revenue cycle management software.
- Background in healthcare technology, digital health, or working with small and medium-sized healthcare practices.
- Experience navigating HIPAA-compliant environments or other regulated industries.
- Familiarity with onboarding/CS tooling (e.g., Salesforce, Gainsight, Totango, Smartsheet, or similar).
- MBA or relevant advanced degree a plus.
- Proximity to Denver, CO is a plus.
Responsibilities
- Define and evangelize a multi-year vision for onboarding and implementation at EverHealth, translating it into a concrete roadmap across the EHR and billing product lines.
- Own time-to-first-value as the team's primary metric, redesigning milestones, workflows, and staffing models to shorten it without compromising quality.
- Partner with Sales to treat onboarding as an extension of the buying journey — reinforcing the original value proposition and building momentum for retention and expansion from day one.
- Shift the team's operating model from feature training to consultative, workflow-based implementation, coaching specialists to diagnose a practice's operations and recommend how to run it on EverHealth, not just how to use it.
- Simplify onboarding motions across multiple product/feature adoptions (payments, RCM, etc.) to one coordinated implementation rather than two disconnected projects.
- Build and continuously refine a scalable, primarily virtual delivery model suited to a high-volume book of small and medium-sized practices, reserving onsite engagement for the rare exception.
- Lead a team of managers and help support ongoing development of the existing management team and frontline specialists, building career paths that reward consultative skill as much as technical proficiency.
- Create repeatable playbooks, journey maps, and tooling, powered by AI, that let the team scale efficiently as customer volume grows, without sacrificing a tailored feel for each practice.
- Partner with Product, Support, Customer Success, and Sales to close feedback loops, resolve systemic issues, and ensure a seamless handoff at every stage of the customer lifecycle.
- Define, track, and report on key onboarding metrics (e.g., time to first value, time to go-live, onboarding CSAT, adoption at 30/60/90 days) and use them to drive continuous improvement.
- Serve as an executive point of escalation for at-risk implementations, working cross-functionally to get stalled onboardings back on track.
Benefits
- Flexibility to work where/how you want within your country of employment – in-office, remote, or hybrid
- Robust health and wellness benefits, including an annual wellness stipend
- 401k with up to a 4% match and immediate vesting
- Flexible and generous (FTO) time-off
- Employee Stock Purchase Program
- Student Loan Repayment Program
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What This Job Offers
Job Type
Full-time
Career Level
Director
