Director of Implementation and Renewal

Job Summary

Accountable for the end-to-end implementation and renewal value stream, the full-time Director of Implementation and Renewal will lead the transformation of post-sale customer engagement into a unified, signal-driven system that enhances adoption, retention, and growth while working remotely.

Key responsibilities

• Own the I2R value stream, ensuring effective flow and outcomes throughout the post-sale customer journey
• Define and execute the long-term vision for the I2R value stream, focusing on reducing churn and improving customer engagement
• Lead cross-functional collaboration to unify ownership and eliminate friction across Implementation, Customer Success, and Renewals

Required qualifications

• 15+ years of experience in customer success, professional services, or post-sale operations with expertise in enterprise customer lifecycle management
• Proven track record in driving large-scale transformation programs with measurable improvements in retention and churn reduction
• Deep understanding of segmented customer engagement models and operational differences in customer success strategies
• Experience governing AI-powered systems and defining outcomes for performance measurement
• Expertise in SAFe, Lean Portfolio Management, or equivalent portfolio governance in a scaled agile environment