Customer Success Director

About the role

The Customer Success Director will own the post-implementation experience for Confido’s growing roster of CPG brands, driving net revenue retention, and building a world-class Customer Success function.

Responsibilities

• Own net revenue retention across a book of business, including renewals, upsells, and expansion opportunities
• Build and manage a rhythm of quarterly business reviews (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
• 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
• 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
• 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

Requirements

• 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

Qualifications

• Equity
• Paid Relocation
• Unlimited PTO
• 401(K) through Vestwell
• Provided MacBook
• Fully Paid Health, Dental, and Vision plans
• Catered Lunches on Fridays
• Nightly Team Dinners for those staying past 6:30pm
• Unlimited coffee and snacks featuring our brands

Benefits

• Unlimited PTO
• 401(K) through Vestwell
• Provided MacBook
• Fully Paid Health, Dental, and Vision plans
• Catered Lunches on Fridays
• Nightly Team Dinners for those staying past 6:30pm
• Unlimited coffee and snacks featuring our brands

Pay

$180,000 — $220,000 yearly

Schedule

Full-time, 5 days a week