Director of Implementation & Client Success

Director of Implementation & Client Success
Competitive Salary
Chester, NY

About 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 Leadership

• Own end-to-end client implementations, ensuring timely and successful go-lives
• Develop and maintain standardized implementation processes and best practices
• Serve as escalation point for complex or at-risk implementations
• Partner with Sales, Product, Payroll, HR, Finance, and Technical teams for smooth handoffs
• Improve implementation efficiency, accuracy, and time-to-value

Client Success & Relationship Management

• Oversee post-implementation client success strategy
• Drive client adoption, satisfaction, retention, and expansion
• Establish and track client health metrics and success plans
• Act as executive sponsor for key accounts

Team Leadership & People Management

• Lead, coach, and manage CSR and implementation teams
• Own hiring, onboarding, training, and performance management
• Conduct performance reviews, corrective actions, and terminations when needed
• Set KPIs, expectations, and accountability standards across teams

Operational & Strategic Ownership

• Build scalable systems to support growth and efficiency
• Track KPIs for implementation, client success, and team performance
• Identify risks and drive process improvements
• Collaborate with leadership on forecasting, staffing, and strategy

Qualifications:

• Proven experience leading and scaling client-facing or operations teams
• Strong background in process design and operational execution
• Experience managing performance, hiring, and team development
• Excellent leadership, communication, and cross-functional collaboration skills
• Ability to thrive in a fast-paced, high-growth environment

This 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:
For more details or to apply, reach out to Raizy Fried at rfried@thehirepartners.com or call 845-209-3032 Ext. 115.