Director of Implementation

ABOUT the company

At the company, our mission is to empower the essential work of caring for our elders.

We achieve this by providing a modern operating platform and electronic health record (EHR) that enables senior living operators to deliver high-quality care with confidence.

Caregivers are the heart of senior living communities, embodying care, compassion, and well-being. Yet, they face increasing challenges—higher resident acuity, complex workflows, and staffing shortages. At the company, we build tools that simplify their tasks, eliminate inefficiencies, and provide the insights they need to focus on what truly matters—caring for residents.

At August, we strive to live our values each day, in every interaction with our customers and with each other.

• Be responsible – leave things better than you found them

• Take ownership – be decisive and take action

• Be ambitious – build something great

• Keep an open mindset – communicate candidly and welcome new ideas

• Be humble – celebrate each others’ successes and learn from our mistakes

• Stay positive – assume best intent

ABOUT THE ROLE

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 the company.

This is both a leadership and builder role. You’ll be responsible for the people, strategy, processes, and systems behind how we implement the company 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.

WHAT YOU’LL DO

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 the company'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 the company. 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.

THE IDEAL CANDIDATE

You may be a great fit if you

• Have 7+ years of experience in Implementation, Professional Services, Customer Success, Program Management, or a related customer-facing function, ideally in B2B SaaS, healthcare technology, or another complex software environment

• Have 3+ years of people leadership experience, with a track record of developing strong teams and leaders

• Have led complex, multi-stakeholder software implementations and understand what excellent implementation looks like from both the customer and company perspective

• Are a builder at heart—you naturally notice inefficient processes, unclear ownership, or missing infrastructure and want to make them better

• Can move comfortably between strategy and execution: you're capable of designing the implementation operating model in one conversation and digging into the details of a challenging customer configuration in the next

• Are highly systems-oriented and technically curious; you don't need to be an engineer, but technology and automation are tools you instinctively reach for when solving operational problems

• Are excited by the potential of AI-assisted tooling and automation and comfortable experimenting with new ways to make teams more effective

• Can quickly understand complex products, customer workflows, data structures, and system configurations

• Communicate exceptionally well and can build credibility with everyone from an Implementation Manager to a customer's C-suite

• Are comfortable operating in ambiguity and creating structure where it doesn't yet exist—a trait already emphasized in the existing enterprise implementation role.

• Care deeply about the customer experience while also understanding that delivering a great experience at scale requires strong processes, clear expectations, and operational discipline

• Bring healthcare or senior living experience as a plus, but not necessarily a requirement

ABOUT OUR TEAM

Our team brings together deep expertise in technology, healthcare, and company-building. We’ve led teams at Apple, Google, Landmark Health, and Adobe, co-founded and exited multiple companies, shipped products used by hundreds of millions of users, and managed clinical teams caring for thousands of patients.

Backed by top-tier Silicon Valley investors, we are partnering with some of the largest senior care organizations in the U.S. to transform the future of senior living.

We offer market-competitive compensation based on experience and ability, including significant equity option grants. Our benefits prioritize your well-being with 100% company-paid premiums for health, dental, and vision coverage, along with company contributions to your HSA. We help you plan for the future with a 2% 401(k) match, and support your physical and mental health through services like Rightway Health Advocacy and Spring Health Mental Wellness. Beyond traditional benefits, we offer a flexible time off policy, 100% paid family leave, and all-expenses-paid, in-person company offsites twice a year.