Customer Success Director

Confido•New York, NY

3d•$180,000 - $220,000•Onsite

About The Position

Confido is the AI infrastructure powering CPG brands from deduction to production plan. We unify cash application, deductions, disputes, trade promotion management, forecasting, demand planning, and analytics in one integrated platform. The result: measurable time savings, smarter top- and bottom-line decisions, and the speed to scale. Confido is trusted by 200+ brands managing $20B+ in revenue, including OLIPOP, Simple Mills, Dr. Squatch, Tropicana, and more. We’ve achieved best-in-class growth and recently raised a $15M Series A led by Footwork Ventures and Y Combinator to accelerate our momentum. 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.

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

Responsibilities

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
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