Director, Customer Success - Onboarding & Implementation

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The Director, Customer Success - Onboarding & Implementation is a highly visible, strategic leadership role responsible for transforming how very large customers are onboarded across McKesson MedicalSurgical. This leader owns endtoend onboarding strategy and execution, ensuring complex, multistep implementations are delivered accurately, efficiently, and on schedule.

This role serves as the face of the business during the most critical stage of the customer lifecycle. The Director will lead the shift from a primarily tactical onboarding organization to one that operates with strategic rigor, strong business acumen, and industry best practices, resulting in a consistent, highquality customer experience and predictable operational outcomes. Success in this role requires a strong, influential leader who can design and drive processes, lead teams through complexity, align and influence stakeholders, and ensure all onboarding activities - including account setup, licensure, inventory readiness, pricing, and operational handoffs - are completed seamlessly by golive.

This position is hybrid, requiring 1-2 days per week in the office. Ideal candidates will reside in or near Richmond, VA. Relocation assistance is not provided.

Large Customer Onboarding Strategy & Execution

• Own the endtoend onboarding strategy for very large, complex customers, ensuring all activities are completed accurately and on time

• Lead and orchestrate all onboarding components including account setup, licensure, pricing, inventory readiness, and operational configuration

• Design, implement, and continuously improve scalable onboarding processes informed by industry best practices

• Drive disciplined execution to meet financial targets and customer golive commitments

Stakeholder Engagement & Influence

• Build strong, trusted partnerships with Sales Leadership, backoffice teams, and crossfunctional stakeholders

• Influence priorities and drive accountability across teams to ensure onboarding timelines and commitments are met

• Serve as the executive escalation point during onboarding, setting the tone for longterm customer relationships

Team Leadership, Transformation & Capability Building

• Lead, mentor, and inspire the Customer Implementation team, shifting the culture from tactical execution to strategic excellence

• Establish clear standards, success metrics, and expectations for performance and accountability

• Develop training and enablement plans that strengthen implementation rigor, communication cadence, and definitions of success

• A transformation of the large customer onboarding function from tactical execution to strategic, bestinclass implementation

• Endtoend onboarding programs that deliver predictable, ontime, highquality customer golives

• Crossfunctional alignment across Sales, Operations, Licensing, Inventory, Pricing, and Customer Support

• Standardized onboarding frameworks, success metrics, governance models, and executive dashboards

• Proactive risk identification and mitigation to ensure customer readiness and financial performance

• Clear, consistent communication internally and externally throughout the onboarding lifecycle

• 12+ years of professionalexperience

• 4+ years ofmanagement experience

• Demonstrated experience managing multistep, timebound customer implementations involving account setup, compliance/licensure, pricing, inventory, and operational readiness

• Bachelor's degree or equivalent experience, and 4+ years leading highperforming, highvisibility teams

• Exceptional strategic thinking and business acumen, with the ability to balance customer experience, financial performance, and operational discipline

• Proven experience building, standardizing, and scaling complex processes in onboarding, implementation, or operational environments

• Strong leadership presence with the ability to influence without authority and align diverse stakeholders toward shared outcomes

• Track record of driving process improvement, eliminating inefficiencies, and implementing industry best practices

• Strong analytical and reporting capabilities, including defining success metrics, tracking deliverables, and maintaining executivelevel dashboards

• Excellent written and verbal communication skills, with the ability to elevate communication standards across teams

• Customercentric mindset with a passion for delivering outstanding experiences during critical moments

• Healthcare industry experience strongly preferred

• Hybrid role: 1-2 days per week in a traditional office environment

• Significant time performing computerbased work

• Preferred location: Richmond, VA or surrounding area

We are proud to offer a competitive compensation package at McKesson as part of our Total Rewards. This is determined by several factors, including performance, experience and skills, equity, regular job market evaluations, and geographical markets. The pay range shown below is aligned with McKesson's pay philosophy, and pay will always be compliant with any applicable regulations. In addition to base pay, other compensation, such as an annual bonus or long-term incentive opportunities may be offered. For more information regarding benefits at McKesson, pleaseclick here.

Our Base Pay Range for this position

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