Director, Customer Success & Implementation

This position is posted by Jobgether on behalf of a partner company. We are currently looking for a Director, Customer Success & Implementation in United States.

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

Requirements

* 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

Benefits

* 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.

How Jobgether Works

We use an AI-powered matching process to ensure your application is reviewed quickly, objectively, and fairly against the role's core requirements. Our system identifies the top-fitting candidates, and this shortlist is then shared directly with the hiring company. The final decision and next steps (interviews, assessments) are managed by their internal team.

We appreciate your interest and wish you the best!

Why Apply Through Jobgether?

Data Privacy Notice: By submitting your application, you acknowledge that Jobgether will process your personal data to evaluate your candidacy and share relevant information with the hiring employer. This processing is based on legitimate interest and pre-contractual measures under applicable data protection laws (including GDPR). You may exercise your rights (access, rectification, erasure, objection) at any time.

We may use artificial intelligence (AI) tools to support parts of the hiring process, such as reviewing applications, analyzing resumes, or assessing responses. These tools assist our recruitment team but do not replace human judgment. Final hiring decisions are ultimately made by humans. If you would like more information about how your data is processed, please contact us.