Director of Implementation & Client Success

Director of Implementation & Client SuccessCompetitive SalaryChester, NYAbout the Role:A growing HCM and payroll services company is seeking a Director of Implementation & Client Success to lead the full client lifecycle, from onboarding and implementation through post-go-live success, renewals, and expansion. This role oversees the Client Success Representative (CSR) and implementation teams while ensuring a consistent, high-quality client experience across all stages.The ideal candidate is a strong, hands-on leader with experience building scalable client-facing operations. They are highly organized, performance-driven, and skilled in managing teams, processes, and cross-functional collaboration in a fast-paced environment.Key Responsibilities:Implementation LeadershipOwn end-to-end client implementations, ensuring timely and successful go-livesDevelop and maintain standardized implementation processes and best practicesServe as escalation point for complex or at-risk implementationsPartner with Sales, Product, Payroll, HR, Finance, and Technical teams for smooth handoffsImprove implementation efficiency, accuracy, and time-to-value Client Success & Relationship ManagementOversee post-implementation client success strategyDrive client adoption, satisfaction, retention, and expansionEstablish and track client health metrics and success plansAct as executive sponsor for key accounts Team Leadership & People ManagementLead, coach, and manage CSR and implementation teamsOwn hiring, onboarding, training, and performance managementConduct performance reviews, corrective actions, and terminations when neededSet KPIs, expectations, and accountability standards across teams Operational & Strategic OwnershipBuild scalable systems to support growth and efficiencyTrack KPIs for implementation, client success, and team performanceIdentify risks and drive process improvementsCollaborate with leadership on forecasting, staffing, and strategy Qualifications:Proven experience leading and scaling client-facing or operations teamsStrong background in process design and operational executionExperience managing performance, hiring, and team developmentExcellent leadership, communication, and cross-functional collaboration skillsAbility to thrive in a fast-paced, high-growth environmentThis is a high-impact leadership role with direct ownership of the full client experience lifecycle. You'll have the opportunity to build and scale teams, shape operational strategy, and drive measurable improvements in client satisfaction, retention, and growth.To Apply: