CustomerSuccessDirector

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 relations