Customer Success & Implementation Manager (SaaS Enterprise)

Relocity, Inc. is reimagining the global mobility experience through their AI-driven workforce mobility platform. The Customer Success & Implementation Manager will own the client journey from onboarding to account management, ensuring customer satisfaction and driving adoption and engagement.

Responsibilities:

• Lead all aspects of client onboarding and implementation, ensuring 95%+ of projects are delivered on time and within scope
• Track and improve Time-to-Value (TTV) and Implementation Completion Rate to accelerate client success
• Develop and execute engagement strategies to achieve 80–90%+ active usage rates and customer health scores above target benchmarks
• Proactively monitor accounts to identify risks and provide strategic recommendations to clients
• Own assigned client accounts and serve as the primary point of contact for enterprise clients
• Maintain 95%+ gross renewal rate and 110%+ net revenue retention (NRR) through proactive relationship management
• Identify upsell and cross-sell opportunities representing 10–15% of total portfolio ARR annually
• Conduct Quarterly Business Reviews (QBRs), presenting adoption metrics, ROI, and growth recommendations
• Address and resolve escalations and operational issues with a target of 90%+ closure within SLA and CSAT ≥ 4.5/5
• Advocate for client needs internally, collaborating with Product, Engineering, and Support teams
• Contribute to process improvements to enhance operational efficiency, reduce onboarding cycle times (10–15% YOY improvement), and optimize the client experience
• Maintain Dashboards And Reports To Track Net Revenue Retention (NRR), Gross Renewal Rate, Time-to-Value (TTV), Implementation Completion Rate, Customer Health Score, CSAT and NPS, Adoption/Usage Rates, Issue Resolution Time
• Use insights to anticipate risk, optimize processes, and improve client outcomes
• Partner with Sales, Product, and Engineering to align on client goals, prioritize feedback, and deliver enhancements that drive adoption, satisfaction, and account growth

Requirements:

• minimum of 5 years in Customer Success, Implementation, or related client-facing roles within a SaaS environment, managing enterprise or complex accounts
• Proven ability to manage enterprise accounts, ensuring adoption, satisfaction, renewals, and expansion
• Ability to lead multiple client implementations simultaneously with on-time, high-quality delivery
• Identify trends, assess risks, and develop actionable solutions to improve client outcomes
• Strong verbal and written communication skills; comfortable presenting to senior stakeholders
• Ability to quickly learn complex technology platforms and explain them clearly to clients
• Track record of working effectively with Sales, Product, and Engineering teams
• Thrives in a fast-paced environment with a proactive, hands-on approach
• Proficiency with CRM and CS platforms (HubSpot, JIRA, Google Suite)
• Bachelor's degree in Business Administration, Marketing, or related field
• MBA or project management certification (PMP, CSM, CCSM)
• Experience managing international enterprise clients or global implementations
• Background in corporate relocation, mobility, or HR technology
• Familiarity with high-growth SaaS startups and mid-to-large global organizations