Director, Customer Success & Implementation

Relocity

1d • Remote

About The Position

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.

Requirements

• 8+ years in Customer Success, Account Management, and/or Implementations within a SaaS or technology-enabled services environment
• Experience with the full client lifecycle - pre-sale support, onboarding, implementation, and ongoing success
• Experience leading and developing people
• Experience building structure and processes within ambiguity
• Experience with complex, non-standard implementations and managing highly customized client solutions
• Technical aptitude, comfortable with integrations, APIs, and system configurations
• Ability to remain calm during escalations, competing priorities, and high-pressure moments
• Experience partnering cross-functionally with Product, Engineering, and Sales
• Adaptable, proactive, and energized by shifting priorities in a fast-moving environment

Responsibilities

• 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

Benefits

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

What This Job Offers

• Job Type: Full-time
• Career Level: Director
• Education Level: No Education Listed