Director of Implementation & Client Success
Director of Implementation & Client Success
Role Summary
The Director of Implementation & Client Success is responsible for leading all client onboarding, implementation, and post-go-live success while overseeing the Client Success Representative (CSR) team. This role owns the full client lifecycle from contract handoff through implementation, adoption, renewal, and expansion ensuring a high-quality, consistent client experience.
In addition to client delivery, this role includes full people leadership responsibilities, including hiring, onboarding, performance management, terminations, and year-end review processes for the CSR and implementation teams. The Director builds scalable processes, sets performance standards, and partners cross-functionally to drive client satisfaction, retention, and operational excellence.
Key Responsibilities
Implementation Leadership
Own end-to-end client implementations, ensuring on-time, on-scope, and high-quality launches
Develop and maintain standardized implementation frameworks, timelines, and best practices
Serve as escalation point for complex or at-risk implementations
Partner with Sales, Product, Payroll/HR/Finance, and Technical teams to ensure smooth handoffs and delivery
Continuously improve implementation efficiency, accuracy, and time-to-value
Client Success & Relationship Management
Oversee ongoing client success strategy post-implementation
Ensure clients are achieving expected outcomes and realizing value from services/products
Drive adoption, satisfaction, retention, and expansion opportunities
Establish and monitor client health metrics and success plans
Act as executive sponsor for key or strategic client accounts
CSR Team Oversight & People Management
Lead, coach, and manage the CSR team and implementation staff
Own hiring, onboarding, training, and development of team members
Conduct performance reviews, manage corrective actions, and execute terminations when necessary
Oversee year-end performance evaluations, compensation input, and goal setting
Set clear expectations, KPIs, and accountability across the team
Operational & Strategic Ownership
Build scalable client success and implementation processes that support growth
Track and report on KPIs related to implementation, client success, and team performance
Identify risks, gaps, and inefficiencies and drive corrective action
Collaborate with leadership on forecasting, capacity planning, and resourcing
Contribute to strategic initiatives that improve client experience and operational outcomes
Key Performance Indicators
Implementation KPIs
On-time implementation rate
Average implementation duration (time-to-go-live)
Implementation defect/error rate
Client satisfaction scores at go-live
Client Success KPIs
Client retention and renewal rates
Client health score trends
Net Revenue Retention (NRR) / expansion revenue
Post-implementation CSAT / NPS
Team & Operational KPIs
CSR productivity and caseload effectiveness
Employee retention and engagement within CSR/Implementation teams
Time-to-hire and onboarding success for new team members
Performance review completion and goal achievement rates
Qualifications & Experience
Proven experience leading and scaling client-facing teams
Strong background in process design, execution, and optimization
Demonstrated ability to manage performance, hiring, and terminations professionally and effectively
Excellent communication, leadership, and cross-functional collaboration skills
This is a high-impact leadership role offering the opportunity to shape the client experience end to end. Ideal for a results-driven leader who thrives in fast-paced environments and enjoys building teams, processes, and long-term client partnerships.
For more details or to apply, reach out to For more details or to apply reach out to Avizel@hiresolutionsny.com or call 845-422-8098 Ext 114 .
full timeoperations