Director, Customer Success & Implementation
Jobgether, Washington, District of Columbia, United States
Director, Customer Success & Implementation
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.
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.