Director, Operations & Customer Success

Crave Retail, Inc.; Austin (TX); Hybrid; USD 170,000 - 250,000; Full time

Job summary

Crave Retail, Inc. is seeking a hands-on Customer Success leader who will own outcomes from signed agreement through adoption, renewal, and expansion across a portfolio of retailers.

This is a player-coach role based remotely or in Austin, TX, reporting to the CEO, responsible for leading Implementation, Customer Support, and Customer Success to deliver measurable business value in-store and in the field. You will train field teams, build scalable playbooks, and partner with Sales, Product, and

Qualifications

• Experience leading enterprise customer success initiatives across multiple retailers.
• Ability to train field teams and build scalable playbooks.
• Proven track record delivering measurable business value in pilots and deployments.

Responsibilities

• Lead Customer Success across Crave's customer portfolio.
• Oversee Implementation and Customer Support.
• Drive adoption, renewal, and expansion with executive stakeholders.
• Collaborate with Sales, Product, and Engineering to improve launches and ongoing value.

Skills

Customer leadership

Implementation leadership

Executive relationship management

Cross-functional collaboration

Retail operations

Change management

Job description

A hands-on, player-coach leader who owns customer outcomes from signed agreement through adoption in the field, renewal, and expansion.

Remote or Austin, TX Full-time Reports to CEO

Turn successful pilots into successful enterprise rollouts.

As Crave grows with some of the world's largest retailers, we are looking for a hands-on leader to own customer outcomes from signed agreement through implementation, adoption, measurable results, renewal, and expansion.

This is a player-coach role. You will personally lead Customer Success across Crave's customer portfolio while managing Implementation and Customer Support.

You will work directly with major retailers, spend time in stores with frontline teams, and build the operating discipline required to make deployments successful.

This is not a traditional relationship-management role. Success means delivering what was promised, proving business value, earning executive trust, and making sure the people in the stores actually understand, adopt, and believe in the program.

About Crave

Retail has spent decades perfecting e‑commerce. The store? Not so much.

Crave builds AI-powered technology for physical retail that helps shoppers get what they need, helps associates serve more customers, and gives retailers a clearer understanding of what is happening inside their stores.

Today, Crave powers 3,000+ live touchpoints and more than 32M shopper sessions across some of the most recognized brands in retail.

Our vision

Our mission

Serve every shopper.

What you'll own

01

Customer outcomes

02

Field adoption

Get into stores and make the program work in the real world. Train store teams, build energy around launches, engage District and Regional Managers, and create repeatable train-the-trainer programs that retailers can scale across larger fleets.

03

Delivery and support

Oversee implementations, customer support, and operational execution. Make sure projects have clear scope, ownership, timing, and readiness. Identify risks early, lead escalations when needed, and fix recurring problems at the source.

04

Leadership and scale

Manage Implementation and Customer Support while personally leading Customer Success. Partner closely with Sales, Product, Engineering, and executive leadership to improve how Crave launches, supports, measures, and expands customer programs.

Sales will own the commercial sale. You will own the customer outcomes and operating execution that make expansion possible.

What success looks like

During your first year, you will:

• Improve the consistency of customer launches and communication
• Build stronger store-level adoption and field leadership support
• Create repeatable training and rollout programs
• Strengthen Crave's ability to measure and demonstrate customer value
• Improve the path from pilot to broader rollout
• Reduce preventable implementation and support failures
• Build stronger relationships across store, district, regional, and corporate leadership

What we're looking for

You are a strong operator who combines customer leadership, commercial judgment, field presence, and execution discipline.

You are comfortable leading an executive presentation in the morning, training store teams in the afternoon, and handling a difficult customer escalation later that day.

You create clarity when work becomes complicated. You know how to earn credibility with executives, but you are equally comfortable standing in a store with a manager and associate figuring out what is actually working.

Strong candidates will typically bring experience across enterprise customer leadership, implementation, retail operations, field enablement, change management, and cross-functional execution.

Experience in retail, store operations, retail technology, enterprise SaaS, hardware-enabled software, or international deployments is especially valuable.

Why Crave

This is an opportunity to help define how some of the world's largest retailers serve customers inside physical stores.

You will have direct influence over customer outcomes, enterprise growth, company operations, and how Crave delivers its technology around the world.

• This role is for someone who wants to build, lead, and own.

How we hire

Four steps. Start to finish inside two weeks.

• 01 Screening conversation
• 02 Group interview with the team you would work with