Director of Customer Success – Implementation
NMI
full-time
Posted on:
Location Type: Remote
Location: Remote • 🇺🇸 United States
Visit company websiteJob Level
Lead
About the role
- Design and grow the Customer Success & Implementation organization, setting the structure, playbooks, and operating rhythms needed to scale efficiently across regions and segments.
- Recruit, develop, and inspire top talent across Solution Engineering, Project Management, Launch, and Professional Services.
- Establish a culture of technical excellence, ownership, and accountability, underpinned by continuous improvement and measurable partner impact.
- Oversee solution design, onboarding, and go-live execution for new partners, ensuring seamless integrations, predictable timelines, and frictionless adoption.
- Embed strong project management discipline and cross-functional collaboration to accelerate time-to-live and partner time-to-revenue.
- Ensure partners experience a high-touch, consultative journey - one that simplifies technical complexity and sets them up for long-term success at scale.
- Operate a closed-loop feedback mechanism between partners and internal teams to identify product gaps, friction points, and opportunities for improvement.
- Translate partner needs into actionable insights for Product and Engineering, ensuring partner experience drives roadmap prioritization and solution evolution.
- Partner with Support and Partner Success teams to strengthen post-launch adoption and engagement.
- Partner with Sales leadership to align pre-sales solutioning with downstream implementation success, enabling faster go-live and higher retention.
- Drive measurable improvements in activation rates, onboarding time, partner satisfaction (NPS/CSAT), and attach-driven revenue outcomes.
- Define, implement, and continuously refine methodologies, tools, and KPIs that measure onboarding speed, delivery quality, and partner impact.
- Leverage data and insights to optimize internal workflows, forecast resourcing needs, and identify opportunities for automation and efficiency.
- Ensure consistent excellence and repeatability across all projects and partner interactions.
Requirements
- 10+ years of experience in Customer Success, Solutions Engineering, Professional Services, or Technical Implementation, with at least 5 years in leadership roles.
- Proven success scaling global, multi-disciplinary technical organizations and driving meaningful operational and revenue outcomes.
- Deep understanding of complex B2B or SaaS environments - ideally in fintech, payments, or infrastructure-based businesses.
- Strong people leadership skills with experience managing large, distributed teams.
- Track record of hiring, mentoring, and developing high-performing, cross-functional technical talent.
- Passion for building collaborative, inclusive teams with a focus on growth and accountability.
- Ability to design and implement scalable, data-driven frameworks that deliver consistent execution and measurable results.
- Strong analytical and commercial acumen - able to connect technical delivery to business outcomes and partner success metrics.
- Excellent communicator with experience engaging C-level partners and internal executives.
- Skilled at influencing cross-functionally to align teams around shared objectives.
- Collaborative, adaptable, and outcome-oriented mindset - always anchored on improving the partner experience.
Benefits
- A remote first culture!
- Competitive salary + sales commission plans
- Flex PTO
- Health, Dental and Vision Insurance
- 13 Paid Holidays
- Company volunteer days
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard skills
Customer SuccessSolutions EngineeringTechnical ImplementationProject ManagementData-driven frameworksOnboarding methodologiesKPI measurementOperational outcomesAutomationB2B environments
Soft skills
People leadershipMentoringCollaborationInclusivityAnalytical acumenCommunicationInfluencingAdaptabilityOutcome-oriented mindsetAccountability