Director of Customer Success

Confido is building an AI-native operating system for brands that sell into brick-and-mortar retail. We pair intuitive, powerful software with AI agents that help brands like Baskin Robbins and Olipop automate the thousands of hours of manual work that go into scaling in retail.

We have best-in-class growth and efficiency metrics, and recently raised a $15M Series A to build on our momentum. Now we're investing in the customer-facing team to match the quality of what we're building.

THE ROLE

We're hiring a Customer Success Director — a player-coach who will own the post-implementation experience for our growing roster of CPG brands while laying the foundation for a world-class CS function.

This role sits at the intersection of revenue ownership and customer partnership. You'll be responsible for net revenue retention across your book of business, acting as the connective tissue between customers, product, and go-to-market. You will report directly to the Head of Business Operations.

WHAT YOU'LL DO

Retention & Expansion

• Own net revenue retention across a book of business, including renewals, upsells, and expansion opportunities
• Build and manage a rhythm of QBRs, health checks, and executive touchpoints that drive measurable customer outcomes
• Identify at-risk accounts early and execute proactive save strategies before churn becomes a risk
• Own customer expansion plays, surfacing upsell signals and co-owning the commercial conversation

Customer Partnership

• Serve as a strategic advisor to a portfolio of CPG brands, helping them get maximum value from the Confido platform
• Own Customer Support to a portfolio of CPG brands, helping troubleshoot issues and relaying feedback to the product team
• Deeply understand each customer's business goals, KPIs, and operational workflows to align our product to their success
• Build trusted relationships with champions and economic buyers across accounts

Team & Function Building

• Hire, onboard, and coach a small CS team – setting the tone for how we operate and what great looks like
• Define and iterate on CS playbooks, onboarding processes, and health scoring frameworks
• Build the operational infrastructure (tooling, metrics, reporting) needed to scale the function

Cross-Functional Influence

• Synthesize customer feedback into actionable product and roadmap insights for our engineering team
• Collaborate with marketing on case studies, testimonials, and customer-facing content
• Act as the internal voice of the customer across product, sales, and leadership conversations

WHAT WE'RE LOOKING FOR

• 5 years in Customer Success, Account Management, or a customer-facing role at a B2B SaaS company, with demonstrated ownership of net revenue retention
• Experience managing or mentoring CS team members — comfortable being both a doer and a leader
• A commercial mindset: you understand how to grow accounts, navigate renewal conversations, and partner with sales
• Data-driven approach to managing a book of business: health scores, usage data, and NRR are second nature to you
• Comfortable with ambiguity and excited to build processes and playbooks from the ground up
• Excited to be in our NYC headquarters 5 days a week