Christine Richardson
VA
Summary
Implementation and customer success professional with 10+ years of experience in SaaS onboarding, ABA operations, and clinical program management. Proven ability to drive Time to Value (TTV), deliver high-impact training, and lead complex implementations across behavioral health organizations. Known for exceptional communication, strong technical aptitude, and a proactive, customer-centric approach that reduces churn and accelerates adoption. Passionate about empowering providers to leverage technology, including AI that improves outcomes and operational efficiency.
Overview
16
16
years of professional experience
1
1
Certification
Work History
Implementations & Customer Success Manager
Lightning Step
04.2025 - Current
- Lead end-to-end implementation projects SUD & MBH organizations from kickoff through go-live
- Gather and document client requirements, workflows, and business processes
- Configure and validate system settings to align with client needs and best practices
- Coordinate implementation timelines, milestones, and deliverables with internal teams
- Conduct client training sessions and provide clear documentation and guidance
- Serve as the primary point of contact for clients during implementation
- Identify risks, troubleshoot issues, and escalate concerns as needed
- Ensure a smooth handoff to Customer Success or Support team’s post-implementation
- Maintain accurate implementation records and project documentation
- Collaborate cross-functionally with Sales, Product, Support, and Account Management teams to ensure seamless client handoffs, alignment on client goals, and successful long-term adoption
- Manage integrations- payment processing, e-Rx, CRM, labs, & clearinghouse.
- Contribute to process improvements and implementation best practices
Implementation Project Manager
Therapy Brands (Ensora)
03.2022 - 04.2025
- Managed simultaneous SaaS implementations for ABA and multidisciplinary practices, ensuring on-time milestone completion.
- Developed onboarding health checks across three flagship products to improve customer readiness, reduce escalations, & decrease churn.
- Led weekly Q&A sessions as a product expert for Catalyst and WebABA.
- Created Pendo-based onboarding tools to streamline training and improve TTV.
- Coordinated cross-functionally with Sales, Product, and Support to ensure seamless customer experiences.
- Produced training materials and documentation to support scalable onboarding processes.
Regional Administrator (VA & MD)
Breakthrough Behavior
01.2019 - 09.2021
- Directed operations for multiple ABA locations, overseeing scheduling, billing, payroll, and comprehensive staff management.
- Led full-cycle recruitment, performance management, and professional development initiatives for regional teams.
- Spearheaded community outreach strategies to enhance brand visibility and drive client acquisition.
- Maintained high standards of client satisfaction and service excellence across all programs.
- Leveraged Power BI to support data-driven reporting and operational oversight.
Clinical Supervisor
Paragon Autism Services
02.2017 - 01.2019
- Assessed clients, developed and implemented skill acquisition & behavior reduction programming, including BIPs.
- Utilized Behavior Skills Training (BST) to train Behavior Technicians in implementing skill acquisition and behavior reduction programs to support client progress.
- Delivered clinical oversight and mentorship to Behavior Specialists while partnering closely with families and caregivers to ensure continuity of care.
- Facilitated Individual Support Plan (ISP) meetings, prepared biannual progress reports, and systematically monitored client outcomes.
Lead Training Technician (GS-05)
Royal Air Force Lakenheath CDC West, England
01.2014 - 11.2016
- Trained and supervised childcare program staff, ensuring compliance with NAEYC and AFI standards.
- Coordinated family engagement activities and facilitated parent-teacher conferences.
- Served as facility supervisor, ensuring safety, compliance, and high-quality programming.
Behavior & Education Assistant
ACES, Hawaii
08.2010 - 11.2013
- Supported BTs using BST to run skill acquisition & behavior reduction programs.
- Led 2 week new-hire training, coordinated new hire overlaps and matched staff to clients.
- Designed and implemented social skills groups, collaborating with Behavior Technicians (BTs) to effectively integrate individual client goals into peer-based generalization sessions within the clinic setting.
Education
Applied Behavior Analysis Certificate -
Florida Institute of Technology
B.A. - Sociology
University of Hawaii at Manoa
Skills
- EHRs: Central Reach, Catalyst, Web ABA, Fusion, Lightning Step, Dose Spot, & TheraNest
- CRMs: Sales Force & Hub Spot
- Business Operation Tools: Teams, Office 365, Google Suite, JIRA, Zen Desk, Confluence, Mural, Pendo, Zoom, & Slack
- AI-driven workflow tools- Claude, Gamma, Clueso, CoPilot, ChatGPT, Gong AI, & Tango
- Project Management Tools: Mondaycom & Arrows
Certification
Board Certified Assistant Behavior Analyst
Timeline
Implementations & Customer Success Manager
Lightning Step
04.2025 - Current
Implementation Project Manager
Therapy Brands (Ensora)
03.2022 - 04.2025
Regional Administrator (VA & MD)
Breakthrough Behavior
01.2019 - 09.2021
Clinical Supervisor
Paragon Autism Services
02.2017 - 01.2019
Lead Training Technician (GS-05)
Royal Air Force Lakenheath CDC West, England
01.2014 - 11.2016
Behavior & Education Assistant
ACES, Hawaii
08.2010 - 11.2013
B.A. - Sociology
University of Hawaii at Manoa
Applied Behavior Analysis Certificate -
Florida Institute of Technology
Core Competencies
- SaaS Implementations & Onboarding
- Time to Value (TTV) Optimization
- ABA Clinical & Operational Expertise
- Customer Training & Enablement
- Project Management & Cross-Functional Collaboration
- Risk Mitigation & Escalation Management
- CRM & Documentation Excellence
- Data-Driven Decision Making
- Relationship Building & Stakeholder Management
- AI-Driven Workflow Optimization