Executive Director, Customer Onboarding (athenaOne)

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