Head of Customer Solutions

Confido; New York (NY); On-site; USD 180,000 - 230,000; Full time

Benefits offered by this job

Equity

Fully paid health coverage through AET

Top-tier dental and vision coverage

Carrot Fertility Pro

12 weeks of paid parental leave

Unlimited PTO

401(k) through Vestwell

Relocation support to NYC

Fully equipped workspace

Team perks

Job summary

Confido, the AI operating system for cash application and planning, is hiring a Head of Customer Solutions to own the end-to-end onboarding experience for new customers. This leadership role will define the organization and processes at the moment of scale, working closely with customers, our product team, and CS and sales to design scalable implementation processes from the ground up.

The ideal candidate has managed complex enterprise rollouts in consulting, B2B SaaS, or a similar environment,

Qualifications

• 8+ years of experience managing enterprise software implementations, system deployments, or complex client onboarding.
• You’re a process builder at heart with clearly defined stages and repeatable playbooks.
• You’re a proven people leader who has managed implementation, deployment, or professional-services teams.
• You’ve built a team from scratch and steered a pre-existing one, while handling both.
• You’re comfortable in ambiguity and prefer installing structure to waiting for it.

Responsibilities

• Own and document the end-to-end implementation lifecycle from kickoff through hyper-care and steady state with stage gates.
• Directly lead the deployment teams: set goals, coach, manage performance, and scale onboarding.
• Build a capacity-planning and resourcing model tied to pipeline and backlog with time-to-live and onboarding health reporting.
• Remediate accounts and serve as executive sponsor for strategic customers and escalations.
• Coordinate cross-functional with Marketing, Sales, CS, Product & Engineering for prioritized roadmap items.

Skills

Enterprise software implementations

People leadership

Process design

Stakeholder management

On-site NYC

Job description

The brands on your kitchen shelf are run by people doing extraordinary work that nobody sees.

We're building the platform they run on, and a brand they'll be proud to be part of.

Confido is the AI operating system that runs cash application, deductions, trade and planning in one place for CPG brands. That means Finance, Sales, and Ops finally work on the same number.

We’re trusted by 250+ brands managing $30B+ in revenue, including Daisy, OLIPOP, Simple Mills, Idahoan, and more. We've achieved best-in-class growth and recently raised a $55M Series B led by Insight Partners to accelerate our momentum.

If you want your work on shelves everywhere — and outsized ownership while you build — we'd love to meet you.

The Role

We're hiring for a Head of Customer Solutions to own the end-to-end onboarding experience for new Confido customers. This is a leadership role setting the direction of one of the fastest growing teams at Confido — you'll be the person defining our organization and processes right at the moment of scale.

You'll work closely with customers, our product team, and our CS and sales teams to design scalable implementation processes from the ground up. The ideal candidate has managed complex enterprise rollouts — whether in consulting, B2B SaaS, at a CPG brand, or a similar environment — and thrives on structured problem-solving.

What You Will Own

• Process & Methodology: Own and document the end-to-end implementation lifecycle from kickoff through hyper-care and steady state, with explicit stage gates and quality checkpoints that reduce corner-cutting and rework.

• Team Leadership & Enablement: Directly lead the deployment teams: set goals, coach, manage performance, and build onboarding and enablement as the team scales. Clarify roles and rebalance an overloaded team.

• Capacity & Operations: Build a capacity-planning and resourcing model tied to pipeline and backlog, and stand up reporting on time-to-live, quality, rework, and onboarding health.

• Remediation: Bring structure to the re-deployment program, remediating accounts that need to be brought up to standard. Be the executive sponsor for strategic customers and end point for customer escalations.

• Cross-Functional Partnership:

  • Marketing: create customer win stories we can broadly share

  • Sales: instill confidence in our strategic customers during presales cycle

  • Customer Success: create and ensure hand-off to Customer Success

  • Product & Engineering: coordinate customer product request to prioritized feature roadmap

What You’ll Need

• 8+ years of experience managing enterprise software implementations, system deployments, or complex client onboarding. You know what great delivery looks like.

• You’re a process builder at heart. You define stages, acceptance criteria, capacity models, and repeatable playbooks, and you make “live” mean the same thing every time.

• You’re a proven people leader who has managed implementation, deployment, or professional-services teams, and you genuinely level people up through coaching and enablement.

• You’ve both built a team from scratch and steered the direction of a pre-existing team, and you’re energized by doing both at once.

• You’re comfortable in ambiguity and resource-constrained environments, and you would rather install structure than wait for it to appear.

• You’re NYC-based, comfortable in-office, and enjoy spending a large share of your time on-site with customers.

Who You Are

• You thrive in fast-paced environments and care deeply about the quality of your work.

• You’re an owner - autonomous, self-directed, and comfortable navigating ambiguity.

• You’re collaborative, organized, and kind—you make the people around you better

• You love working with customers and have a deep sense of customer service and success.

Perks + Benefits

• Equity — own a meaningful piece of the company you’re helping build

• Fully paid health coverage through Aetna — we cover 100% of employee premiums

• Top-tier dental and vision coverage through Guardian

• Carrot Fertility Pro — comprehensive fertility and family-forming support

• 12 weeks of paid parental leave

• Unlimited PTO — plus regular 4-day holiday weekends we actually take

• 401(k) through Vestwell

• Paid relocation support — we’ll help you make the move to NYC

• Fully equipped workspace from day one — laptop, monitor, keyboard, and a $200 stipend to personalize your setup

• Team perks — catered Friday lunches, team dinners, and unlimited coffee + snacks featuring products from the brands we work with

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.