Head of Customer Success

Confido•New York, NY

21h•$202,000 - $242,000

About The Position

Confido is an AI operating system for CPG brands that brings cash application, deductions, trade, and planning together. The company serves more than 250 brands managing over $30 billion in revenue and is scaling following a $55 million Series B. The Head of Customer Success will build and lead the Customer Success team and own the full customer lifecycle, from onboarding and adoption through renewal and expansion. This person will set the strategy and develop playbooks, health scoring, and processes that make customer success repeatable, while remaining hands-on with key accounts and escalations. The role partners closely with Sales, Product, and Leadership, represents the voice of the customer in product planning, and owns important retention metrics. The role is responsible for the health, retention, adoption, and growth of the customer portfolio; establishing lifecycle programs and reporting; resolving critical customer issues; and creating scalable customer success methods. It also includes hiring, coaching, and retaining a high-performing team of enterprise Customer Success Managers, developing an inclusive and accountable culture, and modeling AI workflows that reduce administrative work. The Head of Customer Success will work with Sales on renewals and expansion, translate customer insights into product features, and collaborate with systems integrators and strategic partners to improve customer outcomes.

Requirements

8+ years of experience in customer success, account management, or a related customer-facing role, usually in B2B SaaS.
2–4+ years of people-management experience, including hiring, coaching, and building a team from a few CSMs to larger scale.
Experience with SMB, mid-market, and enterprise customers.
Comfort with commercial work, including renewals, upsell, cross-sell, Sales handoffs, and expansion.
Ability to build team culture and maintain morale through churn, escalations, and rapid change.
Leads by example and is willing to personally handle key accounts or escalations.
Strong customer service and customer success orientation.
Ability to thrive in a fast-paced environment and maintain high-quality work.
Autonomous, self-directed, and comfortable navigating ambiguity.
Collaborative, organized, and kind; helps colleagues do their best work.

Nice To Haves

Startup or scale-up experience, ideally having built a Customer Success function from scratch or taken it from founder-led to repeatable.

Responsibilities

Own customer portfolio health, retention, adoption, and growth.
Build the customer lifecycle, including onboarding, adoption playbooks, QBRs/EBRs, renewals, churn-risk interventions, metrics definition, and reporting.
Create exceptional customer experiences and customer highlights that help turn customers into brand promoters.
Develop scalable, repeatable customer success methodologies and programs, with accountability for performance metrics.
Use data, AI, and operational rigor to deliver consistent, scalable customer success.
Act as an executive sponsor and escalation point, resolving critical customer issues and roadblocks quickly.
Build, inspire, and lead a team of enterprise Customer Success Managers.
Hire, coach, retain, and actively manage the performance and career development of team members.
Foster an inclusive, accountable culture of continuous growth and model innovative AI workflows that reduce administrative work.
Partner with Sales on renewal, upsell, and cross-sell processes, operating frameworks, reporting, handoffs, and expansion.
Translate customer insights into product features and bring the voice of the customer into the roadmap.
Partner with systems integrators and strategic partners to amplify customer outcomes.
Continue to personally manage key accounts or escalations.

Benefits

Equity in the company.
100% of employee health insurance premiums covered through Aetna.
Dental and vision coverage through Guardian.
Carrot Fertility Pro fertility and family-forming support.
12 weeks of paid parental leave.
Unlimited PTO and regular four-day holiday weekends.
401(k) through Vestwell.
Paid relocation support to move to NYC.
Laptop, monitor, and keyboard, plus a $200 workspace-personalization stipend.
Catered Friday lunches, team dinners, and unlimited coffee and snacks featuring products from partner brands.