EverHealth: Director of Onboarding + Implementation

EverCommerce (Nasdaq: EVCM) is a leading service commerce platform, providing vertically tailored, integrated SaaS solutions that help more than 690,000 global service-based businesses accelerate growth, streamline operations, and increase retention. Its modern digital and mobile applications create predictable, informed, and convenient experiences between customers and their service professionals. With its EverPro, EverHealth, and EverWell brands specializing in Home, Health, and Wellness service industries, EverCommerce provides end-to-end business management software, embedded payment acceptance, marketing technology, and customer experience applications. Learn more at EverCommerce.com. We are building an extraordinary company and looking for talented, energetic, and motivated people to join our team. You can learn more about our Company, Culture and Values here: https://www.evercommerce.com/about-us/careers/ We are looking for a Director of Onboarding & Implementation at EverHealth to join our Customer Experience leadership team. EverHealth is simplifying the business of healthcare through simplified, user-centric software which streamlines the daily operations of healthcare practices. Our EHR and billing solutions give small and medium-sized practices an integrated ecosystem of intuitive, easy-to-use products that work with how providers run and grow their business. About the Role We're seeking an operational and visionary Director of Onboarding & Implementation to lead the team that gets new EverHealth customers live on our 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. You will be equally comfortable setting the long-term vision for how onboarding should work at EverHealth and rolling up your sleeves to redesign a workflow, resolve an escalation, or coach a team member through a difficult go-live. Your north star is time to first value: how quickly and reliably a new practice experiences the outcomes they bought our software to achieve. You will also evolve the team's approach from software training to consultative practice partnership — helping customers rethink and improve how they run their business rather than simply teaching them which buttons to click — and make onboarding a continuation of the sales relationship rather than a handoff away from it. Reporting to the VP of Customer Experience, this role will partner closely with Sales, Product, and Customer Success leadership to shape how EverHealth brings new customers into the fold. Key Responsibilities Vision & Strategy: 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. Time to First Value: Own time-to-first-value as the team's primary metric, redesigning milestones, workflows, and staffing models to shorten it without compromising quality. Continuing the Sale: 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. Consultative Transformation: 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. Cross-Product Coordination: Simplifying onboarding motions across multiple product/feature adoptions (payments, RCM, etc) to one coordinated implementation rather than two disconnected projects. Remote-First Delivery Model: 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. Team Leadership: 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. Process & Playbook Development: 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. Cross-Functional Collaboration: 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. Performance Measurement: 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. Escalation Management: Serve as an executive point of escalation for at-risk implementations, working cross-functionally to get stalled onboardings back on track. Skills & Experience Required Qualifications 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. Preferred Qualifications 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. Where: [this is a remote role, however, proximity to Denver, CO is a plus. Given the team's remote-first delivery model, travel is minimal — occasional travel for company or team on-sites] The EverCommerce team is distributed globally, with teams in the U.S., Canada, the U.K., Jordan, New Zealand, and Australia. With a widely distributed team, we are used to working remotely across different time zones. This role can be based anywhere in the United States or Canada – if you're close to one of our offices, we can set you up in-office or you can work 100% remotely. Please note that you must be eligible to work without sponsorship to qualify for this position, and this role may require travel to our Corporate Headquarters in Denver, Colorado, or to other office locations around North America. Benefits and Perks (JUST U.S.): 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 Compensation: The target base compensation for this position is $170,000 - $190,000 USD per year with an incentive variable in most US locations. Final offer amounts are determined by multiple factors including location, local market variances, and candidate experience and expertise, and may vary from the amounts listed above. EverCommerce is an equal opportunity employer and we value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender identity, sexual orientation, age, marital status, veteran status, or disability status. We look forward to reviewing your credentials and getting to know more about your experience!