Director, Implementation & Customer Success

Director, Implementation & Customer Success Lead seamless launches, build strong partnerships, and create lasting customer value. Location: Remote, U.S.-based; travel as needed to customers and for leadership retreats The Opportunity Ovatient is seeking a Director of Implementation and Customer Success to help its partners successfully launch, adopt, optimize, and expand our virtual-first care solutions. This leader will own the customer journey from sales handoff through implementation, launch, stabilization, and ongoing value realization. You will bring structure to complex, cross-functional work; build trusted relationships with customer operational leaders; and create repeatable systems that help Ovatient scale without losing the flexibility each health system partnership requires. The ideal candidate is both a disciplined operator and a strategic advisor. We are looking for someone who can translate ambiguity into action, manage complex dependencies, communicate credibly with senior leaders, and keep internal and customer teams aligned around measurable outcomes. About Ovatient Ovatient is a virtual-first healthcare services company that puts people—not just patients—at the center of their health journeys. In partnership with leading health systems, we deliver accessible virtual primary care, virtual urgent care, and integrated behavioral health through Epic and MyChart, helping ensure care is connected and coordinated. Founded by The MetroHealth System and MUSC Health, Ovatient helps health care organizations expand access, strengthen patient relationships, improve care continuity, and retain more care within their trusted networks. Our model is virtual-first, not virtual-only—and entirely human. What You’ll Own Implementation and Launch Lead enterprise implementations from sales handoff through launch and stabilization, serving as the primary point of accountability and escalation. Translate customer goals into integrated plans across clinical operations, technology, Epic and MyChart workflows, patient access, marketing, analytics, and governance. Manage scope, milestones, dependencies, risks, resources, launch readiness, and executive decisions. Build scalable implementation playbooks, tools, and processes while forecasting project demand and capacity needs. Customer Success and Value Realization Lead the post-launch customer journey from activation and adoption through optimization and measurable value. Develop success plans, performance measures, adoption goals, and value milestones. Monitor customer health, identify risks and service opportunities, and coordinate practical mitigation and improvement plans. Advise customer leaders on performance, priorities, barriers, and opportunities for renewal or expansion. Governance and Cross-Functional Leadership Establish effective customer governance, including steering committees, Joint Advisory Committees, operational reviews, and quarterly business reviews. Provide clear reporting on progress, risks, decisions, adoption, and performance. Align internal teams around customer commitments, priorities, and accountable execution. Translate customer feedback into improvements while ensuring activities meet contractual, operational, privacy, security, and regulatory requirements. Required Qualifications At least seven years of experience in implementation, customer success, project or program management, healthcare SaaS, health technology, or enterprise technology delivery. Deep experience with Epic, MyChart, EHR integrations, interoperability, digital health platforms, or patient engagement technologies. Demonstrated success leading complex, multi-stakeholder programs from kickoff through launch, stabilization, and ongoing optimization. Experience working with health systems, provider organizations, digital health companies, or enterprise healthcare technology environments. Strong understanding of customer adoption, value realization, executive governance, renewal support, and expansion strategy. Excellent project management capabilities, including scope, timeline, dependency, risk, issue, and stakeholder management. Executive presence and the ability to communicate effectively with C-suite, clinical, operational, and technology leaders, particularly when navigating risk or ambiguity. Strong analytical judgment and the ability to translate operational, financial, utilization, and performance data into clear recommendations. A bachelor’s degree or an equivalent combination of education and relevant experience. Preferred Qualifications Experience in virtual care, primary care, behavioral health, urgent care, ambulatory care, or digital patient access. Experience with SaaS delivery, system integration, or healthcare interoperability. Experience developing implementation playbooks, operating models, governance processes, technical documentation, or customer success frameworks. Experience with customer health scoring, executive business reviews, account planning, renewals, or expansion. Experience building new processes and tools in a fast-moving, growth-stage organization. PMP, Lean, Six Sigma, Agile, Prosci, customer success, or a comparable certification. Why Ovatient Competitive compensation and benefits. 401(k) with company match from Day 1. A flexible, remote-first work environment. The opportunity to shape a scalable customer delivery function at a growing virtual-first care company. Meaningful work that expands access, improves patient experience, and strengthens health care organizational performance. A collaborative team that values ownership, respect, systems thinking, boldness, and connected care.