Customer Success Director

About the Company

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. We are a growing, in-person team in New York City.

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
• Identify at-risk accounts early and execute proactive save strategies
• Serve as a strategic advisor to a portfolio of CPG brands to maximize platform value
• Hire, onboard, and coach a small CS team
• Define and iterate on CS playbooks, onboarding processes, and health scoring frameworks
• Synthesize customer feedback into actionable product and roadmap insights

Requirements

• 5+ years in Customer Success, Account Management, or a customer-facing role at a B2B SaaS company
• Demonstrated ownership of net revenue retention
• Experience managing or mentoring CS team members
• Commercial mindset with experience navigating renewal conversations
• Data-driven approach to managing a book of business
• Ability to work onsite in NYC 5 days a week

Benefits

• Equity ownership
• Fully paid health coverage with Aetna
• Top-tier dental and vision through Guardian
• 12 weeks paid parental leave
• Unlimited PTO and regular 4-day holiday weekends
• 401(k) through Vestwell
• Paid relocation
• Full desk setup and $200 stipend
• Catered lunches and team dinners