Head of Onboarding and Customer Success - Healthcare SaaS (Remote)

IMPORTANT: This is not a customer service role. This is a revenue-focused leadership position with a clear path for advancement. About Opus Opus is a fast-growing software company serving behavioral health organizations. Our platform combines Electronic Health Records (EHR), Customer Relationship Management (CRM), and Revenue Cycle Management (RCM) tools to help teams streamline work, improve patient care, and scale their impact. We are on a mission to transform care for 4 million patients by 2028. Role Summary You will lead the full customer journey from signed contract through long-term success. This includes onboarding, go-live, hypercare, and ongoing account growth. You will: • Manage and coach a team of two Onboarding Specialists running standard implementations. • Personally lead complex, flagship (co-destiny) implementations and handle their requests directly. • Own Customer Success for all accounts—personally engaging with flagship customers and ensuring non-flagship customers receive proactive, high-quality support through the Customer Support team. • Build processes that strengthen relationships, drive adoption, enable upsells and renewals, and minimize churn. What You’ll Do • Lead the first 30–90 days of onboarding through clear, structured phases: Plan, Build and Data Migration, Training and User Acceptance Testing, Go-Live, and Hypercare. • Maintain ownership of scope, timelines, and outcomes. Track risks, issues, and actions. • Mentor and develop the Onboarding Specialists, standardizing quality and enforcing phase exit criteria. • For flagship accounts: Act as the primary point of contact., deliver a white-glove experience with consistent executive engagement, lead quarterly business reviews, identify growth opportunities, and drive renewals. • For non-flagship accounts: Oversee Support coverage to ensure responsiveness and problem resolution, stay involved enough to confirm the team is managing escalations effectively, build rapport through proactive communication and identify upsell or expansion opportunities. • Continuously refine onboarding and customer success processes for efficiency and quality. • Collaborate cross-functionally with Sales, Engineering, Product, and Support to align goals and improve delivery. • Measure and improve key outcomes such as time-to-value, on-time go-live rates, adoption at 30 days, and customer satisfaction. • Conduct retrospectives after every go-live, document lessons learned, and update playbooks within one week. How Success Is Measured • Onboarding: On-time go-live rate, time to first value, training completion, UAT pass rate, zero high-severity defects at go-live, customer satisfaction post-hypercare. • Customer Success: Renewal and expansion revenue, reduced churn, active QBR cadence, account health metrics. • Support Oversight: Response and resolution SLAs met, minimal escalations, healthy backlog, strong CSAT and NPS. • Operational Excellence: Milestone predictability, risk management, process updates completed on schedule. Qualifications • One or more professional certifications preferred: Project Management Professional (PMP), PRINCE2 Practitioner, PMI-ACP, Certified ScrumMaster (CSM), Professional Scrum Master (PSM), ITIL 4, or Lean Six Sigma. • Minimum 3 years managing software implementations or client onboarding in SaaS. Experience in Customer Success or Account Management is a plus. • Demonstrated project management ability—planning, scheduling, communicating risks, and driving results across teams. • Proven, process-driven mindset with a passion for continuous improvement. • Excellent written, verbal, and presentation communication skills. • Proficient with collaboration and communication tools such as Slack, Asana, Linear, and HubSpot. • Organized and calm under pressure. Able to manage several projects at once without losing detail. • Based in the United States, with occasional travel for key meetings. Interview Process • 30-minute interview with the CEO. • Skills assessment (under 90 minutes). • One-hour role play with leadership and department heads. Compensation and Benefits • On-Target Earnings (OTE): $120,000 (base $70 to $85K based on experience + $35K variable tied to onboarding results, expansion, renewals, and delivery milestones). • Company-sponsored health, dental, and vision insurance. • Unlimited PTO plus two weeks paid vacation. • Remote-first with periodic in-person sessions. • Budget for professional development and certifications. • Path to leadership as the company scales. Not a Fit If • You prefer rigid structure or slow change. • You want strict 9-to-5 disengagement. • You measure success by activity rather than outcomes. • You avoid high-impact moments like go-lives and escalations. Job Type: Full-time Projected Total Compensation: $115,000.00 per year Benefits: • Dental insurance • Health insurance • Life insurance • Paid time off • Vision insurance Work Location: Remote