Director, Customer Success & Implementation

United StatesFull-TimeDirector

Salary130,000 - 150,000 USD per year

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Job Details

Experience: 8+ years

Requirements

8+ years of experience in Customer Success, Implementations, Account Management, or related roles within SaaS or technology-enabled services
Proven experience managing the full customer lifecycle, including pre-sale support, onboarding, implementation, and long-term success outcomes
Experience leading or mentoring teams, ideally in environments where you remain hands-on with execution
Strong ability to design structure and processes in ambiguous or rapidly evolving environments
Experience managing complex, highly customized client implementations with multiple stakeholders
Strong technical fluency, with ability to understand integrations, APIs, and system configurations at a practical level
Demonstrated success partnering cross-functionally with Product, Engineering, Sales, and Operations teams
Strong communication, prioritization, and problem-solving skills in high-pressure, fast-moving environments
Adaptability and resilience when managing shifting priorities and escalations

Responsibilities

Lead and scale the end-to-end Customer Success and Implementations function across the full client lifecycle
Own customer outcomes across a portfolio of complex enterprise accounts, ensuring successful delivery, adoption, retention, and expansion
Design and operationalize scalable processes, workflows, and frameworks
Lead and develop a blended team of Customer Success and Implementation professionals
Manage high-profile client implementations, ensuring alignment on scope, timelines, technical requirements, and success criteria
Partner closely with Product and Engineering to translate customer needs into scalable solutions and continuous product improvement
Collaborate cross-functionally with Sales, Operations, and Product teams to support pre-sale solutioning, demos, and proof-of-concept execution
Identify inefficiencies, resolve escalations, and drive operational improvements

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130,000 - 150,000 USD per year

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