Director, Customer Success - Onboarding & Implementation
McKesson Corporation, Richmond, VA, United States
McKesson is an impact-driven, Fortune 10 company that touches virtually every aspect of healthcare. We are known for delivering insights, products, and services that make quality care more accessible and affordable. Here, we focus on the health, happiness, and well-being of you and those we serve - we care.
What you do at McKesson matters. We foster a culture where you can grow, make an impact, and are empowered to bring new ideas. Together, we thrive as we shape the future of health for patients, our communities, and our people. If you want to be part of tomorrow's health today, we want to hear from you.
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.
Key Responsibilities (Top Priorities)
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
What You’ll Lead
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
Minimum Requirements: (Director Level)
12+ years of professional experience
4+ years of management experience
Critical Skills & 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 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
$122,800 - $204,600
McKesson has become aware of online recruiting-related scams in which individuals who are not affiliated with or authorized by McKesson are using McKesson's (or affiliated entities, like CoverMyMeds or RxCrossroads) name in fraudulent emails, job postings or social media messages. In light of these scams, please bear the following in mind: McKesson Talent Advisors will never solicit money or credit card information in connection with a McKesson job application.
McKesson Talent Advisors do not communicate with candidates via online chatrooms or using email accounts such as Gmail or Hotmail. Note that McKesson does rely on a virtual assistant (Gia) for certain recruiting-related communications with candidates.
McKesson job postings are posted on our career site: careers.mckesson.com.
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.
Join us at McKesson!
#J-18808-Ljbffr
What you do at McKesson matters. We foster a culture where you can grow, make an impact, and are empowered to bring new ideas. Together, we thrive as we shape the future of health for patients, our communities, and our people. If you want to be part of tomorrow's health today, we want to hear from you.
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.
Key Responsibilities (Top Priorities)
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
What You’ll Lead
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
Minimum Requirements: (Director Level)
12+ years of professional experience
4+ years of management experience
Critical Skills & 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 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
$122,800 - $204,600
McKesson has become aware of online recruiting-related scams in which individuals who are not affiliated with or authorized by McKesson are using McKesson's (or affiliated entities, like CoverMyMeds or RxCrossroads) name in fraudulent emails, job postings or social media messages. In light of these scams, please bear the following in mind: McKesson Talent Advisors will never solicit money or credit card information in connection with a McKesson job application.
McKesson Talent Advisors do not communicate with candidates via online chatrooms or using email accounts such as Gmail or Hotmail. Note that McKesson does rely on a virtual assistant (Gia) for certain recruiting-related communications with candidates.
McKesson job postings are posted on our career site: careers.mckesson.com.
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.
Join us at McKesson!
#J-18808-Ljbffr