Customer Success Director

Confido is the AI infrastructure powering modern CPG — the platform that 200+ brands like OLIPOP, Simple Mills, Dr. Squatch, and Tropicana use to run everything from deductions to production planning. Finance, accounting, sales, and operations, unified in one system for the first time.

We're growing 5x year over year and recently raised a $15M Series A led by Footwork and Y Combinator. We're a small, in-person team in New York City, which means the people who join now shape the product, the culture, and the company itself.

If you want your work on shelves everywhere — and outsized ownership while you build — we'd love to meet you.

THE ROLE

We're hiring our first 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

🌴 PERKS + BENEFITS

• Equity — own a piece of what you're building
• Fully paid health coverage with Aetna (we cover 100% of premiums)
• Top-tier dental and vision through Guardian
• 12 weeks paid parental leave
• Unlimited PTO, plus regular 4-day holiday weekends we actually take
• 401(k) through Vestwell
• Paid relocation — we'll get you here
• Full desk setup on day one (laptop, monitor, keyboard) + a $200 stipend to make it yours
• Catered Friday lunches, team dinners on us, and unlimited coffee + snacks featuring our own brands

Confido provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.