Director of Customer Success

Director of Customer Success | Lead & Scale a High-Impact Team in Retail Tech (Remote)

Ready to transform Customer Success at a venture-backed SaaS leader?

This isn’t just a management role; it’s a chance to architect the future of Customer Success at a fast-growing retail performance platform. Lead a talented team, build world-class processes, and own critical outcomes in a fully remote, high-impact environment. Competitive compensation, equity, and robust benefits included.

About SparkPlug: Powering Frontline Retail Performance

SparkPlug is revolutionizing frontline retail. Our leading performance platform equips brands, retailers, and their teams with real-time incentives, training, content, and analytics, all seamlessly integrated with POS systems. We empower businesses to achieve measurable sales lift and operational excellence.

Trusted by over 3,000 businesses across the U.S., we’re a rapidly scaling, venture-backed SaaS startup on a mission to redefine collaboration and performance in the massive global retail sector. Join a company backed by visionary investors like TenOneTen Ventures and the creator of Google AdSense, Jason Calacanis.

The Opportunity: Architecting Customer Success for Scale

This isn’t your typical “build from scratch” leadership role. We’re seeking a Director of Customer Success to elevate and modernize a strong, established team of ~10 CSMs and support specialists. You will be the strategic force behind transforming our current foundation into a high-performing, product-aligned, and data-driven powerhouse.

You’ll have the autonomy to lead a comprehensive transformation: redefining the customer journey, optimizing the onboarding experience, streamlining success processes, enhancing internal tooling, and building a robust CS analytics infrastructure. This means implementing systems for cross-functional collaboration (Product, Engineering, Sales), driving advanced reporting, and ensuring a white-glove onboarding and lifecycle experience for our valued customers. This is a pivotal leadership position with significant executive visibility and support.

Your Mission: Drive Impact & Excellence

Lead and inspire a high-performing Customer Success team (~10 CSMs, support, onboarding specialists) serving diverse customer segments.

Strategically redesign and optimize core workflows: onboarding, engagement, retention, and expansion, emphasizing high-touch, account-based models.

Implement and scale robust systems and dashboards for enhanced reporting, performance analytics, account health visibility, and retention forecasting.

Forge tighter alignment with our Product team by creating systematic feedback loops, leveraging usage insights, and providing strategic account input.

Develop and operationalize comprehensive playbooks, SLAs, and KPIs to build a predictable, high-performing CS engine.

Serve as the influential executive voice for the customer internally, collaborating closely with Product, Engineering, and RevOps.

Guide critical tooling decisions and integrations (Hubspot, Intercom, analytics platforms) to empower the team.

Own and drive key outcomes including Net Revenue Retention (NRR), time-to-value, onboarding conversion, CSAT, and significant churn reduction.

What You’ll Bring to the Table

You are an experienced leader with 6–10+ years in Customer Success or Account Management, including 2–4+ years specifically leading and scaling teams in an early-stage B2B SaaS environment.

You have a proven track record of overhauling CS functions – you’ve redesigned processes, built reporting frameworks, developed playbooks, and potentially restructured teams, not just maintained existing operations.

You excel at leading cross-functional initiatives, successfully partnering with Product, Engineering, and Data teams to drive shared goals.

You have a passion for building scalable systems and structure: creating internal dashboards, developing forecasting models, implementing segmentation, and enhancing usage visibility.

You have significant experience supporting high-touch SaaS implementations, ideally providing white-glove onboarding for enterprise or mid-market clients.

You thrive in early-stage, high-growth environments where adaptability and velocity are key, and structure is continuously evolving.

You are an exceptional communicator, clear, precise, and persuasive in both written and verbal interactions with stakeholders at all levels.

You are tech-savvy and fluent with key tools like Hubspot, Intercom, Notion, and product analytics platforms (Mixpanel, etc.).

Bonus Points That Set You Apart

Experience in POS-integrated SaaS or relevant industries such as cannabis, CPG, hospitality, or retail tech.

Background managing hybrid CS + Support organizations.

Firsthand experience working the frontlines (e.g., budtender, server, retail associate) – you deeply understand our users.

Familiarity with advanced CS forecasting models and retention/churn analytics frameworks.

The Perks: Why You’ll Love Working Here

Competitive Compensation: A salary range of $140,000–$160,000 plus a significant equity package to share in our success.

Work-Life Harmony: Enjoy Unlimited PTO and a truly flexible work schedule.

Comprehensive Health: Full medical, dental, and vision coverage from day one.

Invest in You: Wellness Stipends and dedicated mental health resources.

Remote First: Work from anywhere in the U.S.

Connection: Company-sponsored team retreats twice a year to connect in person.

Growth: Resources and support for your continuous personal and professional development.

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