Customer Success & Implementation Manager (SaaS Enterprise)

Los Angeles, CA - USA

Monthly Salary: Not Disclosed

Posted on: 13 hours ago

Vacancies: 1 Vacancy

Job Summary

What Relocity is Doing

Relocity is reimagining the global mobility experience. We enable enterprises to attract retain and engage talent globally. Powered by our AI-driven workforce mobility platform we bring together local experts and insightful content in our native mobile app to deliver an excellent user experience for people on the move. Our core values drive us to focus on our customers innovation integrity and excellence. Relocity serves hundreds of cities in more than 40 markets across the United States Europe and Asia. Learn more at .

What Youll Do

As a Customer Success & Implementation Manager for Relocitys enterprise global mobility SaaS platform you will own the end-to-end client journeyfrom onboarding and implementation through account management renewal and expansion. You will ensure each customer realizes measurable value from our solutions while driving adoption engagement and satisfaction.

This is a hands-on client-facing role requiring strong project management relationship-building and problem-solving skills. Youll work closely with cross-functional teamsincluding Product Sales and Engineeringto ensure successful launches long-term client success and account growth.

(This role has no direct people management responsibilities.)

This position reports to the Director Customer Success & Implementation.

How Youll Do it

Client Onboarding & Implementation

Lead all aspects of client onboarding and implementation ensuring 95% of projects are delivered on time and within scope.
Track and improve Time-to-Value (TTV) and Implementation Completion Rate to accelerate client success.

Customer Success & Adoption

Develop and execute engagement strategies to achieve 8090% active usage rates and customer health scores above target benchmarks.
Proactively monitor accounts to identify risks and provide strategic recommendations to clients.

Account Management & Growth

Own assigned client accounts and serve as the primary point of contact for enterprise clients.
Maintain 95% gross renewal rate and 110% net revenue retention (NRR) through proactive relationship management.
Identify upsell and cross-sell opportunities representing 1015% of total portfolio ARR annually.
Conduct Quarterly Business Reviews (QBRs) presenting adoption metrics ROI and growth recommendations.

Issue Resolution & Client Advocacy

Address and resolve escalations and operational issues with a target of 90% closure within SLA and CSAT 4.5/5.
Advocate for client needs internally collaborating with Product Engineering and Support teams.

Process & Change Management

Contribute to process improvements to enhance operational efficiency reduce onboarding cycle times (1015% YOY improvement) and optimize the client experience.

Metrics & Reporting
Maintain dashboards and reports to track:

Net Revenue Retention (NRR)
Gross Renewal Rate
Time-to-Value (TTV)
Implementation Completion Rate
Customer Health Score
CSAT and NPS
Adoption/Usage Rates
Issue Resolution Time

Use insights to anticipate risk optimize processes and improve client outcomes.

Cross-Functional Collaboration

Partner with Sales Product and Engineering to align on client goals prioritize feedback and deliver enhancements that drive adoption satisfaction and account growth.

What Past Experience and Current Skills Will Enable Your Success In This Role

Experience: minimum of 5 years in Customer Success Implementation or related client-facing roles within a SaaS environment managing enterprise or complex accounts.
Account Management & Client Relationship Management: Proven ability to manage enterprise accounts ensuring adoption satisfaction renewals and expansion.
Project Management: Ability to lead multiple client implementations simultaneously with on-time high-quality delivery.
Analytical & Problem-Solving Skills: Identify trends assess risks and develop actionable solutions to improve client outcomes.
Communication & Executive Presence: Strong verbal and written communication skills; comfortable presenting to senior stakeholders.
Technical Aptitude: Ability to quickly learn complex technology platforms and explain them clearly to clients.
Cross-Functional Collaboration: Track record of working effectively with Sales Product and Engineering teams.
Adaptability & Initiative: Thrives in a fast-paced environment with a proactive hands-on approach.
Tools: Proficiency with CRM and CS platforms (HubSpot JIRA Google Suite).
Education: Bachelors degree in Business Administration Marketing or related field; MBA or project management certification (PMP CSM CCSM) a plus.

These are Nice-to-Haves

Experience managing international enterprise clients or global implementations
Background in corporate relocation mobility or HR technology
Familiarity with high-growth SaaS startups and mid-to-large global organizations

Pay Range: 00 plus Bonus

How We Support You and Work Life Balance

Competitive Compensation
Paid Time Off
Paid Parental Leave
Remote Workplace
Flexible Work Schedules
Health Dental Vision LTD Insurance
401(k)
Professional Development Opportunities

Relocity is an Equal Opportunity Employer and does not discriminate against any applicant on the basis of race color religion/creed national origin gender or sex marital status age disability use of a guide dog or service animal sexual orientation military/veteran status or any other status protected by Federal or State law or local ordinance. Relocity will only employ those who are legally authorized to work. Any offer of employment is conditioned on the successful completion of a background investigation.

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Required Experience:

Manager

What Relocity is DoingRelocity is reimagining the global mobility experience. We enable enterprises to attract retain and engage talent globally. Powered by our AI-driven workforce mobility platform we bring together local experts and insightful content in our native mobile app to deliver an excelle...