Director of Customer Success

Passionate about food and eager to join a dynamic SaaS startup shaping the food and beverage industry? 

Welcome to Tastewise, where our food-centric culture fuels innovation and collaboration. Our GenAI-powered consumer data platform drives success for major brands like Nestle, Pepsi, and Campbell’s by revolutionizing product strategies through billions of data points. Embrace change with us in the $10 trillion industry, where creativity and an entrepreneurial mindset drive daily success. With insights sourced from billions of data points, we’re empowering our clients to create, market, and sell their products faster and more successfully than ever before. 

At Tastewise, we thrive on making it happen, taking ownership, and fostering genuine communication. We’re working at the forefront of innovation in food and beverage — and we have fun doing it!

Join a team where change isn't just a recipe but a way of life. Ready to shape the future of food together? Let's make it yours at Tastewise

 What we offer you at Tastewise:

• The chance to join an innovative, growing startup shaping the future of the F&B space with data, analytics., and actionable insights. 
• A hands-on learning environment where you can sharpen existing skills and explore new areas.
• A vibrant and inclusive workplace that celebrates diversity and encourages collaboration across teams.
• Work alongside talented, passionate colleagues in an inspiring environment.
• Opportunity to work in a fast-paced, high-growth startup environment
• Fun office culture with supportive leadership
• Team building experiences

We are looking for an experienced and strategic Director of Customer Success to lead our post-sales customer journey in a fast-growing B2B SaaS environment. This role is critical in driving customer retention, growth, and advocacy by delivering exceptional value throughout the customer lifecycle.

As the Director of Customer Success, you will oversee a team of Account Managers / Customer Success Managers (CSMs) responsible for customer engagement, product adoption, contract renewal, and account expansion. You’ll collaborate cross-functionally with Sales, Product, and Marketing to ensure customers are achieving measurable outcomes and identifying opportunities for growth. 

Key Responsibilities:

• Own customer retention and expansion goals, ensuring net revenue retention (NRR) targets are met or exceeded.
• Lead, coach, and grow a team of high-performing AMs/CSMs.
• Develop and implement account strategies and playbooks to drive growth and maximize revenue. 
• Develop and implement scalable strategies for adoption, health monitoring, renewals, and upsells.
• Partner with internal teams to support strategic account planning, handoffs, and expansion efforts.
• Monitor and improve customer health scores, usage patterns, and NPS/CSAT feedback to drive proactive outreach.
• Serve as a customer escalation point, helping resolve issues and strengthen relationships.
• Collaborate closely with Product to communicate customer feedback and influence the roadmap.
• Report regularly on KPIs including retention, expansion, churn, product adoption, and team performance.
• Directly manage and grow a limited number of accounts.

The ideal candidate will have a strong background in account management or CSM leadership, especially within the Martech SaaS space, and a passion for leveraging data to shape the future of food.

• 7+ years of experience in Customer Success or Account Management within B2B SaaS, with at least 3 years in a leadership role.
• Track record of delivering strong retention and expansion results across a SaaS customer base (SMB, Mid-market and Enterprise companies)
• Deep understanding of SaaS business models, customer lifecycle stages, and ARR-based metrics.
• Experience building and implementing success planning, business reviews, and executive engagement strategies
• Strong leadership and coaching skills, with the ability to motivate and develop a growing team.
• Excellent strategic thinking, communication, and relationship-building skills.
• Ability to thrive in a fast-paced, growth-stage company environment.
• This role requires approximately 25% travel. Travel may include domestic and/or international trips for client meetings, conferences, site visits, or team collaboration, depending on business needs

Benefits:

• Hybrid environment- 2-3 days a week in our NYC office.
• Equity options
• Medical, Dental, and Vision Benefits (individual plan 100% covered)
• The base compensation for this role is approximately $160,00–175,000 per year, excluding bonus targets. The candidate’s final compensation will be based on their skills and experience. For candidates outside of New York City, the compensation may vary depending on the local cost of labor and other factors.
• Base salary ranges are determined by multiple factors unique to each candidate, including skills and local market benchmarks. If your expectations are outside this range, we encourage you to apply still.
• Visa sponsorship for this role is currently not available. 

Equal Opportunity Statement:

Tastewise is an equal opportunity employer and is committed to fostering a diverse and inclusive workplace. We encourage individuals of all backgrounds to apply, regardless of race, color, religion, sex, sexual orientation, gender identity or expression, national origin, disability, age, veteran status, or any other characteristic protected by federal, state, or local law. We are dedicated to providing reasonable accommodations to individuals with disabilities throughout the hiring process. If you require an accommodation, please contact hr@tastewise.io.