Director, Customer Solution Delivery

Required Skills & Experience

• 7+ years of experience in SaaS implementation, technical delivery, professional services, or post-sale operations leadership
• Experience managing teams of 20+ employees across implementation and/or customer support functions
• Proven experience overseeing implementation timelines, support SLAs, customer satisfaction, capacity planning, and delivery quality
• Strong operational leadership skills, including building accountability systems, tracking performance indicators, and proactively addressing risks
• Experience operating within a multi-product environment with varying levels of customer and technical complexity
• Proven success improving delivery speed, quality, or scalability through stronger processes, structure, and operational discipline
• Experience partnering cross-functionally with Customer Success, Sales, Product, Engineering, and Solutions Consulting teams

Nice to Have Skills & Experience

• Experience within healthcare IT, senior living, or another regulated industry
• Experience supporting customers through mergers and acquisitions or other organizational transitions
• Familiarity with pod- or squad-based delivery models in a post-sale environment
• Experience working with or managing an integrations team alongside a core delivery organization

Job Description

A senior care technology client of Insight Global is seeking a Director of Customer Solution Delivery to lead its post-sale technical delivery organization. This individual will oversee implementation and customer support across multiple product lines, managing a team of approximately 40 employees through a pod-based delivery model. The Director will lead four Pod Leads responsible for delivery across Growth and Engagement, Financials, Resident Living, and Strategic Accounts, while partnering closely with Customer Success to move customers from signed contracts to realized value with speed and consistency. In this role, the Director of Customer Solution Delivery will oversee headcount planning, capacity forecasting, performance management, and talent development across the delivery organization. This individual will establish clear metrics and structured operating rhythms, create a high-accountability team culture, and mentor Pod Leads into senior delivery leaders. They will also ensure each Pod Lead effectively manages capacity, quality, escalations, and team development within their assigned product area.

This position will own implementation timelines, support SLAs, and customer satisfaction across all product lines. The Director will design and maintain a coordinated multi-suite implementation model that provides customers with a unified project plan, communication process, and go-live approval. Additional responsibilities include defining escalation procedures, improving playbooks and knowledge-base standards, strengthening operational tools, and holding delivery leaders accountable for resolving issues at the appropriate level. The Director will serve as the senior technical escalation point for enterprise and strategic accounts, partnering with Customer Success on high-value and at-risk customer relationships. This individual will provide executive leadership with regular reporting on delivery health, team capacity, and potential risks. They will also collaborate with Sales and Solutions Consulting to accurately scope complex implementations, partner with the Integrations Center of Excellence to prioritize integration work, and work with Product and Engineering to turn delivery feedback into roadmap priorities and tooling improvements.

We are looking for a proactive and highly organized leader who can balance people leadership, operational accountability, technical delivery, and customer outcomes. The ideal candidate is comfortable leading a large, distributed team, managing complex customer escalations, and building scalable processes within a fast-paced, multi-product SaaS environment. This is a fully remote, full-time direct-hire position offering a base salary of $165,000 plus a 15% annual bonus. If interested, please apply!