Senior Director, Customer Success
•AlphaSense· 5h
🎧 Support⏰ Full-time👔 Executive🇬🇧 London, UK
5h ago
Freshpaint·2 months ago
Healthcare is a $4+ trillion industry in the U.S. alone, and it’s undergoing a rapid digital transformation.
Hospitals, digital health companies, and life sciences organizations rely on analytics and advertising tools to reach patients, measure performance, and grow. But those tools weren’t built for regulated healthcare data. That creates real compliance risk and forces teams to choose between growth and privacy.
We’re a privacy-first data platform that helps healthcare organizations use modern marketing and analytics tools without exposing protected health information (PHI). Freshpaint sits between a company’s website or app and the third-party tools they use, automatically detecting and controlling sensitive data before it’s shared.
In short: we let healthcare teams move fast, safely.
Freshpaint is backed by some of the most respected names in technology, including:
Y Combinator (OpenAI, Stripe, Airbnb, Coinbase, DoorDash)
Intel Capital (Broadcom, Astera Labs, VMware, RedHat, MongoDB)
We’ve raised tens of millions of dollars in funding to build the privacy infrastructure layer for healthcare’s digital future.
Freshpaint’s success is defined by the success of our customers. As we scale our enterprise business, we are seeking a Head of Implementation to lead and evolve our implementation function.
This is a director-level role responsible for building a world-class onboarding experience that accelerates time to value, ensures privacy-first excellence, and drives long-term customer outcomes. You will lead a team of Enterprise Implementation Engineers, define our implementation strategy, and partner cross-functionally across Customer Success, Sales, Product, Engineering, and Marketing to deliver operational excellence at scale.
This leader will own the implementation lifecycle from signed contract to full adoption. They will ensure we deliver value efficiently, predictably, and with an exceptional customer experience.
Freshpaint’s success is defined by the success of our customers. As we scale our enterprise business, we are seeking a Head of Implementation to lead and evolve our implementation function.
This is a director-level role responsible for building a world-class onboarding experience that accelerates time to value, ensures privacy-first excellence, and drives long-term customer outcomes. You will lead a team of Enterprise Implementation Engineers, define our implementation strategy, and partner cross-functionally across Customer Success, Sales, Product, Engineering, and Marketing to deliver operational excellence at scale.
This leader will own the implementation lifecycle from signed contract to full adoption. They will ensure we deliver value efficiently, predictably, and with an exceptional customer experience. You will handle customer escalations effectively and un-block onboardings.
Define and evolve Freshpaint’s implementation philosophy, operating model, and service tiers.
Create a scalable onboarding framework that supports enterprise growth while maintaining high-quality delivery.
Design segmentation strategies for enterprise, mid-market, and strategic accounts.
Establish clear success metrics for onboarding, including:
Time to First Value (TTFV)
Time to Full Adoption
Implementation NPS
Feature activation rates
Onboarding-related expansion influence
Lead, mentor, and grow a high-performing team of Enterprise Implementation Engineers.
Set performance standards and define leading/lagging indicators for individual and team success.
Hire and onboard new team members as the business scales.
Develop career paths, coaching frameworks, and skills progression across technical and consultative capabilities.
Foster a culture of operational excellence, customer empathy, and technical rigor.
Build scalable onboarding processes, playbooks, templates, and internal documentation.
Own forecasting and capacity planning for onboarding volume and complexity.
Standardize project management practices and tooling (e.g., Monday).
Develop dashboards to measure onboarding efficiency, adoption trends, and implementation quality.
Continuously identify bottlenecks and drive improvements across systems and workflows.
Act as executive sponsor for strategic or high-risk implementations.
Partner with Sales during late-stage deals to validate technical feasibility and implementation strategy.
Serve as a senior escalation point for complex customer challenges.
Build trusted relationships with executive stakeholders (VP/C-level).
Partner with:
Sales to support deal qualification, improve implementation scoping, and assist with driving late-stage deals to closure.
Product & Engineering to inform the roadmap based on implementation learnings and recurring friction points.
Customer Success & Account Management to ensure seamless transition from onboarding to long-term growth.
Marketing & Partnerships to support case studies, integrations, and technical enablement.
Serve as the voice of implementation internally, advocating for investments that improve time-to-value and scalability.
Ensure full feature onboarding and activation across accounts.
Collaborate with Account Management to drive expansion opportunities through technical enablement.
Improve retention and expansion by ensuring strong technical foundations during onboarding.
Develop implementation strategies that unlock upsell pathways.
8+ years in customer-facing technical roles (Implementation, Solutions Engineering, Solutions Architecture, or Customer Success Engineering).
3+ years leading and scaling technical customer-facing teams.
Experience operating at a director level in a high-growth SaaS environment.
Proven track record of building processes from early-stage to scale-stage environments.
Deep understanding of web technologies, analytics, and front-end development.
Working proficiency with HTML, CSS, JavaScript, and tag management platforms (e.g., Google Tag Manager).
Hands-on-keyboard exprience implementing and troubleshooting complex platform configurations.
Strong understanding of data pipelines, APIs, and marketing technology ecosystems.
Working proficiency with analytics tools and data warehouses (Looker, Tableau, Snowflake, Redshift, etc.), with the ability to query and digest large data sets.
Strong analytical mindset with a data-driven approach to decision-making.
Experience building KPIs and operational dashboards.
Capacity planning and forecasting experience.
Ability to balance customization for enterprise accounts with scalable processes.
Exceptional written and verbal communication skills.
Comfortable engaging VP and C-level executives on both technical and business topics.
Ability to translate complex technical concepts into clear business value.
Experience scaling an implementation or solutions team in a high-growth SaaS environment.
Background in healthcare, data privacy, or other regulated industries.
Working experience with modern data stacks, CDPs, server-side tracking, and API architectures.
Experience with demand-side platforms and advertising technology is a plus.
Experience influencing product roadmap through customer and implementation insights.
Prior ownership of onboarding forecasting, capacity planning, or services revenue.
We take care of our team—here’s a peek at what you get when you join:
Competitive pay + generous equity (10-year exercise window)
Fully remote (U.S. only) with a $150/month coworking stipend
Half-day Fridays, every Friday
16 weeks fully paid parental leave (eligible after 6 months; commission-based roles receive 100% base salary during leave)
Unlimited PTO with a required 2-week minimum
Top-tier health, dental & vision (100% covered for you, 80% for dependents)
2 “Treat Yourself” days a year—$100 and a day off, just because
Intentional & engaging company offsites 2x a year (past trips: Arizona, Jackson Hole, Cabo, Nashville, New Orleans & more) + a department offsite 1x per year
And more! Check out our careers page for the full list.