Responsibilities

As Director of Implementation, you will lead the team responsible for taking customers from signed contract through successful go-live—and for implementing new products, communities, acquisitions, and other expansions for customers already live on August Health.
This is both a leadership and builder role. You’ll be responsible for the people, strategy, processes, and systems behind how we implement August Health as we continue to scale. You'll develop a deep understanding of our customers and our entire platform, enabling you to coach the team, navigate our most complex implementations, identify opportunities to improve how we work, and partner closely with teams across August.
We’re looking for someone who is equally comfortable leading a team, diving into the details, and building what doesn’t exist yet. You won't carry a traditional Implementation Manager book of business, but you should be capable of stepping into an implementation, understanding the customer and configuration, and helping drive it forward when needed.
Lead and develop a high-performing Implementation team. Manage and coach Implementation Managers across both net-new and live-customer implementations, creating clarity around expectations, ownership, development, and performance. Build the team and organizational structure needed as August continues to grow.
Own the implementation experience from post-sale through go-live. Be accountable for the strategy and execution behind customer implementations across August's platform, ensuring customers launch successfully and are positioned for long-term success before transitioning to Customer Success. Our current IMs own the full cycle from discovery/configuration through go-live and early stabilization, so this leader needs to understand that work deeply.
Own implementation for customers as they grow and evolve. Oversee implementations for live customers adopting new products, adding communities through organic growth or acquisitions, navigating operator transitions, and otherwise expanding their use of August. These projects often require quickly understanding complex existing configurations and adapting them on accelerated timelines.
Build for scale. Continuously evaluate how we implement and identify opportunities to make the experience more efficient, repeatable, and effective. Develop the processes, playbooks, tooling, metrics, and operating rhythms that allow the team to support increasing customer and product complexity without simply adding headcount.
Develop deep product and implementation expertise. Understand August Health's products, configurations, workflows, integrations, and implementation methodology well enough to coach others, troubleshoot complex situations, challenge assumptions, and step directly into the work when necessary.
Use technology to make the team better. Look beyond traditional process improvements and identify opportunities to automate or eliminate manual work. You don't need to be a software engineer, but you should be technically curious and comfortable using modern AI and no/low-code tools to prototype solutions, improve internal workflows, and partner effectively with technical teammates to turn ideas into scalable tools.
Be the escalation point for complexity—not simply problems. Help the team navigate ambiguous implementations, challenging customer dynamics, novel configurations, and situations where the existing playbook isn't enough. Create structure, make decisions, and help the team move forward.
Partner across August Health. Work closely with Sales, Customer Success, Support, Product, Engineering, and Data to ensure clean handoffs, surface customer and implementation insights, influence product priorities, and continuously improve the end-to-end customer journey. Cross-functional partnership is already central to the underlying Implementation Manager roles.
Know what's happening across the portfolio. Build the visibility and operating cadence necessary to understand implementation health, capacity, risks, timelines, and outcomes across the team—and use those insights to proactively address issues and improve our strategy.

Director of Implementation at August Health · LumiJobs

Director of Implementation

Responsibilities

Benefits

Company

August Health

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