Customer Success & Implementation Manager (SaaS Enterprise)

Relocity

3d•$100,000 - $120,000•Remote

About The Position

As a Customer Success & Implementation Manager for Relocity’s enterprise global mobility SaaS platform, you will own the end-to-end client journey—from onboarding and implementation through account management, renewal, and expansion. You will ensure each customer realizes measurable value from our solutions while driving adoption, engagement, and satisfaction. This is a hands-on, client-facing role requiring strong project management, relationship-building, and problem-solving skills. You’ll work closely with cross-functional teams—including Product, Sales, and Engineering—to ensure successful launches, long-term client success, and account growth. (This role has no direct people management responsibilities.) This position reports to the Director, Customer Success & Implementation.

Requirements

Experience: minimum of 5 years in Customer Success, Implementation, or related client-facing roles within a SaaS environment, managing enterprise or complex accounts.
Account Management & Client Relationship Management: Proven ability to manage enterprise accounts, ensuring adoption, satisfaction, renewals, and expansion.
Project Management: Ability to lead multiple client implementations simultaneously with on-time, high-quality delivery.
Analytical & Problem-Solving Skills: Identify trends, assess risks, and develop actionable solutions to improve client outcomes.
Communication & Executive Presence: Strong verbal and written communication skills; comfortable presenting to senior stakeholders.
Technical Aptitude: Ability to quickly learn complex technology platforms and explain them clearly to clients.
Cross-Functional Collaboration: Track record of working effectively with Sales, Product, and Engineering teams.
Adaptability & Initiative: Thrives in a fast-paced environment with a proactive, hands-on approach.
Tools: Proficiency with CRM and CS platforms (HubSpot, JIRA, Google Suite).
Education: Bachelor’s degree in Business Administration, Marketing, or related field; MBA or project management certification (PMP, CSM, CCSM) a plus.

Nice To Haves

Experience managing international enterprise clients or global implementations
Background in corporate relocation, mobility, or HR technology
Familiarity with high-growth SaaS startups and mid-to-large global organizations

Responsibilities

Lead all aspects of client onboarding and implementation, ensuring 95%+ of projects are delivered on time and within scope.
Track and improve Time-to-Value (TTV) and Implementation Completion Rate to accelerate client success.
Develop and execute engagement strategies to achieve 80–90%+ active usage rates and customer health scores above target benchmarks.
Proactively monitor accounts to identify risks and provide strategic recommendations to clients.
Own assigned client accounts and serve as the primary point of contact for enterprise clients.
Maintain 95%+ gross renewal rate and 110%+ net revenue retention (NRR) through proactive relationship management.
Identify upsell and cross-sell opportunities representing 10–15% of total portfolio ARR annually.
Conduct Quarterly Business Reviews (QBRs), presenting adoption metrics, ROI, and growth recommendations.
Address and resolve escalations and operational issues with a target of 90%+ closure within SLA and CSAT ≥ 4.5/5.
Advocate for client needs internally, collaborating with Product, Engineering, and Support teams.
Contribute to process improvements to enhance operational efficiency, reduce onboarding cycle times (10–15% YOY improvement), and optimize the client experience.
Maintain dashboards and reports to track: Net Revenue Retention (NRR) Gross Renewal Rate Time-to-Value (TTV) Implementation Completion Rate Customer Health Score CSAT and NPS Adoption/Usage Rates Issue Resolution Time Use insights to anticipate risk, optimize processes, and improve client outcomes.
Partner with Sales, Product, and Engineering to align on client goals, prioritize feedback, and deliver enhancements that drive adoption, satisfaction, and account growth.