Director of Customer Success

About the position

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.

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 Account Managers / Customer Success Managers (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.

Requirements

• 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.

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 $160,000–175,000 per year, excluding bonus targets.
• Visa sponsorship for this role is currently not available.