Head of Customer Success

present of AI; New York (NY); On-site; USD 140,000 - 210,000; Full time

Job summary

Confido in NYC is seeking a Lead Customer & Solutions to own the end-to-end customer relationship for its AI-powered platform, from onboarding through renewal and growth.

You will build and lead a Customer Success team, stay hands-on with key accounts, and collaborate with Sales and Product to turn feedback into product direction.

Qualifications

• 8+ years in customer-facing B2B software roles.
• Some years in people management.
• History of turning informal customer approaches into repeatable processes.

Responsibilities

• Own the full customer lifecycle from onboarding through renewal and expansion.
• Build and lead a Customer Success team from the ground up and coach CSMs.
• Collaborate with Sales and Product to drive retention, expansion and product feedback.

Skills

Customer success leadership

People management

Enterprise B2B experience

Account management

Tools

CRM (Salesforce)

Job description

Customer & Solutions · NYC Office · FullTime · Lead level

This is a leadership role that owns the whole customer relationship, from onboarding through renewal and growth, while building a team of customer success managers from the ground up. A strong candidate has about eight years in customer-facing B2B software work, some years managing people, and a history of turning an informal customer approach into a repeatable one. Staying hands-on with key accounts and tough escalations is part of the job, alongside working with Sales and Product.

How it fits the AI era

The platform automates finance and back-office tasks for consumer goods brands, so customers will lean on the product to cut manual work, and success leaders must help them trust and adopt it. AI can handle reporting, health tracking and routine admin for the team, freeing time for deeper account work. Relationships, judgment in escalations, coaching people and turning customer feedback into product direction stay human.

How it builds AI experience

The role offers close exposure to how finance teams adopt AI for cash application, deductions and trade planning, which is useful for guiding customers through change. The posting also expects the leader to model AI workflows that reduce admin for the team. To build this experience, try AI tools for account summaries, churn signals and renewal prep, and learn the finance workflows the product replaces.

Worth showing

• Built a CS team from scratch
• Retention and renewal results
• Hiring and coaching CSMs
• Partnering with Sales on expansion

This is our own read, written from the employer's posting and the company's Spotlight. The employer's posting is the source of truth for the role.

About Confido

An AI platform that automates the finance, trade promotion and back-office work of consumer packaged goods brands, so their finance teams spend less time chasing deductions and spreadsheets.