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 .