Director of Implementation, SaaS

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.

This position reports to the Senior Vice President of Operations.

Core Responsibilities

• RCM Services Implementation
• 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
• SaaS Platform Implementation
• 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
• Cross-Functional Leadership
• 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

• 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

Pulled from the full job description

• 401(k)
• Health insurance
• Paid time off
• Vision insurance
• Dental insurance, What We Offer
• Medical, dental, and vision benefits
• 401k retirement plan
• Aflac benefits
• Paid time off
• Professional development support, $120,000 + bonus

At Paradigm, we’re revolutionizing home care through innovative technology. As the fastest-growing tech company in this sector, we empower home care agencies with cutting-edge solutions in billing automation, growth education, authorization management, and beyond. We believe that by streamlining agency operations with third-party payers like the Department of Veterans Affairs and Medicaid, we ultimately enhance the quality of care for seniors, veterans, and underserved communities.

We foster a dynamic and collaborative work environment where new ideas are welcome, and creativity thrives. Joining our team means becoming part of a supportive community that values continuous learning and excellence. We’re on a mission to revolutionize home care and are looking for passionate individuals to help us make a lasting, positive impact.