Head of Implementation

ABOUT FRESHPAINT: 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. FRESHPAINT ELIMINATES THAT TRADE-OFF. 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. BACKED BY TOP INVESTORS 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. WHO WE’RE LOOKING FOR 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. WHAT YOU’LL BE DOING 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. PRIMARY RESPONSIBILITIES 1. IMPLEMENTATION STRATEGY & VISION - 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 2. TEAM LEADERSHIP & DEVELOPMENT - 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 tec