Director of Customer Success

Job Summary

A company is looking for a Director of Customer Success & Implementation to lead and scale client success and delivery functions.

Key Responsibilities

• Define and operationalize a unified Customer Success & Implementations function across the client lifecycle
• Drive client engagement, retention, and satisfaction while leading complex, customized implementations
• Lead and develop a blended Customer Success & Implementations team, providing direction and coaching

Required Qualifications

• 8+ years in Customer Success, Account Management, and/or Implementations within a SaaS or technology-enabled services environment
• Experience managing the full client lifecycle, including pre-sale support, onboarding, implementation, and ongoing success
• Proven ability to lead and develop teams in dynamic environments
• Fluency in managing complex, non-standard implementations and understanding technical aspects like integrations and APIs
• Strong cross-functional partnership skills with Product, Engineering, and Sales teams