Director, Customer Success & Implementation

This leadership role sits at the intersection of customer success, implementation delivery, and cross-functional execution within a fast-scaling SaaS environment. You will be responsible for owning the full client lifecycle, from pre-sale solutioning and onboarding through implementation and long-term account success, ensuring customers achieve measurable outcomes. The role requires a strong builder mindset, as you will define and operationalize scalable processes across a previously evolving function. You will lead a blended team while staying close to high-impact enterprise accounts and complex implementation challenges. Acting as a key partner to Sales, Product, Engineering, and Operations, you will ensure alignment across all stages of delivery and customer engagement. This is a hands-on leadership role for someone who thrives in ambiguity, builds structure in fast-moving environments, and drives consistent customer value at scale.

Accountabilities:

• Lead and scale the end-to-end Customer Success and Implementations function across the full client lifecycle, including pre-sale support, onboarding, implementation, and ongoing success
• 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 that standardize delivery from sales handoff through long-term account success
• Lead and develop a blended team of Customer Success and Implementation professionals, providing coaching, prioritization, and performance guidance
• 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 to increase delivery speed, consistency, and customer satisfaction

• 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

• Competitive base salary range: $130,000 $150,000 plus bonus eligibility
• Remote-first work environment with flexible work schedules
• Paid time off and paid parental leave
• Comprehensive health, dental, vision, and disability insurance
• 401(k) retirement savings plan
• Professional development and growth opportunities
• Opportunity to build and shape a critical customer-facing function from the ground up
• Inclusive and collaborative company culture focused on impact and innovation.