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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 Medical‑Surgical. This leader owns end‑to‑end onboarding strategy and execution, ensuring complex, multi‑step 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, high‑quality 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 go‑live.

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.

Key Responsibilities (Top Priorities)

Large Customer Onboarding Strategy & Execution

• Own the end‑to‑end 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 go‑live commitments

Stakeholder Engagement & Influence

• Build strong, trusted partnerships with Sales Leadership, back‑office teams, and cross‑functional 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 long‑term 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

What You’ll Lead

• A transformation of the large customer onboarding function from tactical execution to strategic, best‑in‑class implementation

• End‑to‑end onboarding programs that deliver predictable, on‑time, high‑quality customer go‑lives

• Cross‑functional 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

Minimum Requirements: (Director Level)

• 12+ years of professional experience

• 4+ years of management experience

Critical Skills & Experience

• Demonstrated experience managing multi‑step, time‑bound customer implementations involving account setup, compliance/licensure, pricing, inventory, and operational readiness

• Bachelor’s degree or equivalent experience, and 4+ years leading high‑performing, high‑visibility 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 executive‑level dashboards

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

• Customer‑centric mindset with a passion for delivering outstanding experiences during critical moments

• Healthcare industry experience strongly preferred

Work Environment & Location

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

• Significant time performing computer‑based 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, please click here.

Our Base Pay Range for this position

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McKesson is an Equal Opportunity Employer

McKesson provides equal employment opportunities to applicants and employees, without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, disability, age, genetic information, or any other legally protected category. For additional information on McKesson’s full Equal Employment Opportunity policies, visit our Equal Employment Opportunity page.

McKesson is committed to being an Equal Employment Opportunity Employer and offers opportunities to all job seekers including job seekers with disabilities. If you need a reasonable accommodation to assist with your job search or application for employment, please contact us by sending an email to (United States) Disability_Accommodation@McKesson.com or (Canada) Accessibility@mckesson.ca. Resumes or CVs submitted to this email box will not be accepted.

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