Customer Success Director

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.
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


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


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.