Relocity, Inc. · 1 day ago
Customer Success & Implementation Manager (SaaS Enterprise)
United States
Full-time
Remote
Senior Level
$100K/yr - $120K/yr
5+ years expRelocity, Inc. is reimagining the global mobility experience through their AI-driven workforce mobility platform. The Customer Success & Implementation Manager will own the client journey from onboarding to account management, ensuring customer satisfaction and driving adoption and engagement.
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Responsibilities
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
Develop and execute engagement strategies to achieve 80–90%+ active usage rates and customer health scores above target benchmarks
Proactively monitor accounts to identify risks and provide strategic recommendations to clients
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 10–15% of total portfolio ARR annually
Conduct Quarterly Business Reviews (QBRs), presenting adoption metrics, ROI, and growth recommendations
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
Contribute to process improvements to enhance operational efficiency, reduce onboarding cycle times (10–15% YOY improvement), and optimize the client experience
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
Partner with Sales, Product, and Engineering to align on client goals, prioritize feedback, and deliver enhancements that drive adoption, satisfaction, and account growth
Qualification
Required
minimum of 5 years in Customer Success, Implementation, or related client-facing roles within a SaaS environment, managing enterprise or complex accounts
Proven ability to manage enterprise accounts, ensuring adoption, satisfaction, renewals, and expansion
Ability to lead multiple client implementations simultaneously with on-time, high-quality delivery
Identify trends, assess risks, and develop actionable solutions to improve client outcomes
Strong verbal and written communication skills; comfortable presenting to senior stakeholders
Ability to quickly learn complex technology platforms and explain them clearly to clients
Track record of working effectively with Sales, Product, and Engineering teams
Thrives in a fast-paced environment with a proactive, hands-on approach
Proficiency with CRM and CS platforms (HubSpot, JIRA, Google Suite)
Bachelor's degree in Business Administration, Marketing, or related field
Preferred
MBA or project management certification (PMP, CSM, CCSM)
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
Benefits
Competitive Compensation
Paid Time Off
Paid Parental Leave
Remote Workplace
Flexible Work Schedules
Health, Dental, Vision, LTD Insurance
401(k)
Professional Development Opportunities
Company
Relocity, Inc.
Relocity is the leading technology platform for global talent mobility—built to streamline every type of move, from lump sum to executive relocations.
201-500 employees
Funding
Current Stage
Growth StageTotal Funding
unknownKey Investors
Crest Rock Partners
2024-04-08Private Equity
Leadership Team
Klaus Siegmann
CEO/Founder
Recent News
2025-12-12
Company data provided by crunchbase