Position Summary:

As Executive Director of Customer Onboarding, you will lead one of the most consequential parts of the customer relationship - the journey from contract execution through a successful, sustainable go-live. This is not a project management role. It is a consultative leadership role for someone who obsesses over customer outcomes, builds high-performing delivery organizations, and understands that how a customer goes live shapes everything that comes after. You will bring strategic vision, a deeply consultative approach, and the operational discipline to lead complex SaaS implementations at scale - while keeping the focus squarely on practice performance, clinical readiness, and revenue cycle health from day one.

About the Team:

Our Customer Onboarding team delivers athenaOne implementation across a diverse portfolio of ambulatory practices and health systems. We are project managers, consultants and advisors - equally fluent in workflow design, system configuration, change management, and go-live execution. We work across multiple, concurrent engagements with a wide range of stakeholders, and hold ourselves accountable to outcomes, not just milestones.

Essential Job Responsibilities:

Drive outcomes, not just timelines

• Define and own go-live success metrics - time to baseline ramp, post-live revenue cycle stabilization, clinical workflow adoption, and NPS - treating them as the true measures of delivery quality

• Ensure every implementation is designed around the customer's operational goals, not just the project plan

• Use data proactively to identify at-risk engagements, realign resources, and intervene before customers feel the impact

Lead as a consultative partner

• Serve as a senior advisor to customers, especially during complex or high-stakes implementations, bringing a point of view on best practices, tradeoffs, and the path to sustainable performance

• Partner with Sales to shape realistic expectations during the pre-sale process - and with Customer Success to ensure a clean, well-documented handoff that sets customers up for long-term success

• Influence product and operations roadmaps by surfacing patterns across your portfolio that reflect what customers actually need to succeed

Build and lead a high-performing delivery organization

• Lead a diverse team of onboarding managers, advisors, and specialists

• Foster a culture of customer obsession, consultative accountability, and continuous improvement - where team members feel ownership over outcomes, not just tasks

• Develop team capability through coaching, structured feedback, and a shared delivery methodology that elevates the quality and consistency of every engagement

• Champion shared services investments - in transformation, configuration, methodology, and post-live surveillance - that reduce variability and accelerate time to ramp across the portfolio

Advance the delivery model through AI, technology, and best-in-class consultation

• Champion the evolution of athenahealth's onboarding delivery model - identifying where AI-enabled tools, automation, and intelligent workflows can reduce implementation friction, surface risk earlier, and accelerate time to ramp

• Partner with product and technology teams to embed AI-driven insights into the onboarding experience - from configuration recommendations and workflow optimization to predictive post-live surveillance

• Elevate the quality and consistency of change management and adoption practices across every engagement - ensuring customers are not just technically live, but operationally ready to perform on day one

• Raise the bar on upfront consultation - positioning onboarding consultants as trusted partners who help customers make informed decisions about workflows, configuration, and change strategy well before go-live

• Ensure post-live engagement is proactive, not reactive - designing a consultation model that monitors adoption signals, identifies performance gaps, and delivers targeted guidance through the stabilization period and beyond

• Translate delivery insights and outcome data across your portfolio into scalable best practices, playbooks, and methodology improvements that benefit every customer and elevate the entire team

Execute with operational rigor

• Deliver on budget, revenue forecast, and growth targets across your book of business

• Monitor and actively manage key performance indicators, using them to drive decisions rather than report on them after the fact

• Partner with the broader Customer Onboarding leadership team as a strategic thought leader - contributing to the evolution of our delivery model, team structure, and customer experience

Expected Education & Experience:

• Bachelor's degree required; advanced degree strongly preferred

• 10+ years leading large-scale customer-facing implementation teams for complex SaaS solutions, with a demonstrated track record of outcome-based delivery

• 10+ years Healthcare IT experience

• Minimum 5 years of direct people management within a Customer Success, Implementation, or Operations function; experience leading indirect and matrixed teams required

• 3-5 years leading strategic initiatives with a focus on change management, practice transformation, and measurable performance outcomes

• Deep familiarity with Electronic Health Records (EHR) required

• Healthcare, medical group operations, and/or medical billing experience strongly preferred

• Demonstrated consultative approach, including guiding customers to informed decisions in complex environments

• Strong ability to manage stakeholders and deliver across cross-functional teams

• Ability to travel up to 40% nationwide

Expected Compensation

The base salary range shown reflects the full range for this role from minimum to maximum. At athenahealth, base pay depends on multiple factors, including job-related experience, relevant knowledge and skills, how your qualifications compare to others in similar roles, and geographical market rates. Base pay is only one part of our competitive Total Rewards package - depending on role eligibility, we offer both short and long-term incentives by way of an annual discretionary bonus plan, variable compensation plan, and equity plans.