Lead a small, high-impact team while defining and operationalizing a more structured and scalable Customer Success & Implementations function
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
Own high-profile or complex accounts during critical phases or escalations
Align closely with Sales, Product, Engineering, and Operations
Identify bottlenecks, improve efficiency, and set clear expectations

8+ years in Customer Success, Account Management, and/or Implementations within a SaaS or technology-enabled services environment
You've lived the full client lifecycle
pre-sale support, onboarding, implementation, and ongoing success
You've led and developed people, even in lean environments where you're still close to the work
You build structure inside ambiguity
You're fluent in complex, non-standard implementations
You're technical enough to be dangerous
comfortable with integrations, APIs, and system configurations
You stay calm when things get loud
You partner cross-functionally with Product, Engineering, and Sales
You move at the pace of the work

Director, Customer Success – Implementation

Key skills