Director, Implementation & Customer Delivery
About SeniorCRE
SeniorCRE is the operating infrastructure for senior living real estate and operations. We connect clinical operations, staffing, financial performance, and real estate intelligence into a unified platform designed for multi-site senior living portfolios. Our mission is to give operators, investors, and capital partners real-time visibility into performance, risk, and growth — enabling better decisions and better outcomes for residents.
About the Role
SeniorCRE is seeking a senior leader to build and scale our Implementation and Customer Delivery function. Reporting directly to the executive team, this role will design and operate the delivery model that takes customers from signed agreement to first value — and ultimately to full portfolio adoption. This leader will establish the delivery strategy, operating model, and team structure required to support high-ACV enterprise customers while maintaining speed, quality, and capital efficiency. This is a foundational leadership role in a high-growth environment where delivery excellence directly drives revenue expansion, retention, and long-term platform adoption.
Key Responsibilities
- Own end-to-end delivery from contract signature through go-live and transition to ongoing Customer Success
- Ensure rapid time-to-first value for pilot communities (60–90 day deployment targets)
- Design and scale implementation methodologies for multi-property operators
- Establish delivery metrics: time-to-value, go-live success rate, customer satisfaction, and expansion readiness
- Act as executive sponsor for high-risk or high-impact implementations
- Ensure smooth migration and parallel deployment alongside legacy systems where required
- Build scalable capacity planning and resource models to support growth
- Drive predictable delivery through pipeline visibility and implementation forecasting
- Partner with Finance and Sales to support revenue recognition timing, implementation packaging/pricing, and expansion planning
- Establish reporting dashboards for delivery performance and customer health
- Design standardized onboarding, data migration, and deployment playbooks
- Implement tooling for project management, customer visibility, and reporting
- Leverage automation and AI-enabled workflows to improve delivery efficiency
- Recruit, coach, and develop a high-performing implementation team
- Establish a performance culture focused on accountability, speed, and customer outcomes
- Partner closely with Sales, Product, and Customer Success for seamless handoffs and feedback loops
Qualifications
- 10+ years of experience in Implementation, Professional Services, Customer Delivery, or Consulting within SaaS or healthcare technology
- 5+ years of leadership experience building and managing delivery teams
- Experience implementing complex, enterprise or multi-site software environments
- Strong operational and financial discipline, including forecasting, capacity planning, and delivery metrics
- Experience scaling delivery processes in a high-growth or early-stage environment
- Strong executive presence and ability to work directly with senior customer stakeholders
- Proven ability to operate effectively in fast-paced, ambiguous environments
- Bachelor's degree required
Nice to Have
- Experience in senior living, healthcare IT, EHR, or operational software environments
- Advanced degree or project management certification (PMP, PgMP)
Why This Role Matters
SeniorCRE's growth depends on disciplined execution. The Director of Implementation will build the delivery engine that turns signed customers into successful pilots, successful pilots into portfolio expansions, and portfolio expansions into long-term platform adoption. This role directly impacts revenue growth, customer retention, and the long-term scalability of the business.