What You’ll Do…

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.

How You’ll Do It…Function Ownership & Process Build

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

Customer Success & Delivery

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

Team Leadership

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

Client & Account Ownership

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

Cross-Functional Partnership

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

Operational Excellence

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

What Past Experience and Current Skills Will Enable Your Success In This Role?

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

How We Support You and Work-Life Balance…

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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