[Hiring] Director, Customer Success & Implementation @Relocity

Role Description

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.

Qualifications

• 8+ years in Customer Success, Account Management, and/or Implementations within a SaaS or technology-enabled services environment.
• Experience with the full client lifecycle - pre-sale support, onboarding, implementation, and ongoing success.
• Proven ability to lead and develop people in lean environments.
• Ability to build structure inside ambiguity.
• Fluency in complex, non-standard implementations.
• Technical proficiency with integrations, APIs, and system configurations.
• Ability to remain calm under pressure.
• Experience partnering cross-functionally with Product, Engineering, and Sales.
• Adaptability and proactivity in a fast-moving environment.

Requirements

• 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.
• 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.
• Lead and develop a blended CS & Implementations team.
• Own high-profile or complex accounts, stepping in during critical phases or escalations.
• Align closely with Sales, Product, Engineering, and Operations.
• Identify bottlenecks, improve efficiency, and set clear expectations with internal teams and clients.

Benefits

• 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