Director, Customer Success & Implementation

Relocity is seeking a Director of Customer Success & Implementations to lead and scale a critical, highly cross-functional function responsible for both client success and delivery. This role leads the client lifecycle across implementation, onboarding, and ongoing customer success, partnering with Sales during pre-sale solutioning and demo readiness to ensure continuity from initial engagement through delivery and long-term success.

You will lead a small, high-impact team while defining and operationalizing a more structured and scalable Customer Success & Implementations function. This role sits at the intersection of client experience, product, and delivery, ensuring Relocity can support a highly customized, non–plug-and-play product in a consistent and sustainable way.

This is a player-coach role, requiring a leader who can operate strategically while staying close to the work, particularly across high-profile enterprise accounts and complex client scenarios.

This role is ideal for someone who thrives in building structure within complexity and is energized by operating at the intersection of strategy and execution.

• Define and operationalize a unified Customer Success & Implementations function across the client lifecycle
• Build scalable workflows from sales handoff through onboarding, implementation, and ongoing success, establishing clear prioritization and capacity planning

• Drive client engagement, retention, and satisfaction across a diverse portfolio
• Lead complex, customized implementations, ensuring alignment on scope, timelines, and outcomes
• Partner with Product and Engineering to translate client needs into solutions and ensure continuity into ongoing success

• Lead and develop a blended CS & Implementations team, providing direction, prioritization, and coaching
• Apply a strengths-based approach while maintaining flexibility as the function evolves

• Own high-profile or complex accounts, stepping in during critical phases or escalations to drive outcomes

• Align closely with Sales, Product, Engineering, and Operations
• Support pre-sale efforts (solutioning, demo readiness, proof of concept) and provide feedback to improve scalability

• Operate effectively in a fast-paced, high-demand environment
• Identify bottlenecks, improve efficiency, and set clear expectations with internal teams and clients

• 8+ years in Customer Success, Account Management, and/or Implementations within a SaaS or technology-enabled services environment,  and you're ready to step into a bigger leadership seat, whether or not you've held the Director title before
• You've lived the full client lifecycle - pre-sale support, onboarding, implementation, and ongoing success,  and you understand how early decisions ripple into long-term outcomes
• You've led and developed people, even in lean environments where you're still close to the work; player-coach isn't a buzzword, it's how you already operate
• You build structure inside ambiguity - when processes are unclear or breaking under growth, you find the pattern, propose the system, and bring people along
• You're fluent in complex, non-standard implementations and know how to manage highly customized client solutions without losing the thread on scope, timelines, or the relationship
• You're technical enough to be dangerous - comfortable with integrations, APIs, and system configurations, and able to translate between what a client wants and what's actually buildable
• You stay calm when things get loud - escalations, competing priorities, and high-pressure moments are where you do some of your best work
• You partner cross-functionally with Product, Engineering, and Sales - co-owning outcomes, not just handing off tickets
• You move at the pace of the work - adaptable, proactive, and energized (not drained) by shifting priorities in a fast-moving environment

• Competitive Compensation
• Paid Time Off
• Paid Parental Leave
• Remote Workplace
• Flexible Work Schedules
• Health, Dental, Vision, LTD Insurance
• 401(k)
• Professional Development Opportunities

Salary range: $130,000–$150,000 base salary + bonus

Relocity is an Equal Opportunity Employer and does not discriminate against any applicant on the basis of race, color, religion/creed, national origin, gender, or sex, marital status, age, disability, use of a guide dog or service animal, sexual orientation, military/veteran status, or any other status protected by Federal or State law or local ordinance. Relocity will only employ those who are legally authorized to work. Any offer of employment is conditioned on the successful completion of a background investigation.
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