What are the responsibilities and job description for the Director of Customer Success position at PathSpot?

Director of Customer Success

At PathSpot, we are transforming food safety through innovative technology. As the central hub for operational compliance in the modern food industry, our hardware and software solutions ensure safety, visibility, and accountability for businesses where food is handled, stored, or served. Our SafetySuite includes the PathSpot HandScanner, Remote Temperature Monitoring, and tools for Compliance Forms, Labeling, Audits, and Task Management, enabling health and operational efficiencies for leading enterprise brands such as Marriott, McDonald's, and Target.

With offices in New York City, Salt Lake City, and Plano, and over $20M in venture funding, PathSpot is used internationally and in more than 40 states and provinces. Our solutions have been recognized by TIME as one of the Best Inventions and by Fast Company as a World-Changing Idea. Join us in building a smarter, safer, and more efficient future for the food industry.

As the Director of Customer Success at PathSpot, you will :

Lead and scale the Customer Success team, including managing and mentoring a growing team of Customer Success Managers, ensuring they meet or exceed customer retention and satisfaction goals.
Develop and implement strategies to drive customer engagement, adoption, and retention of PathSpot's SafetySuite products.
Own the customer journey and lifecycle, working cross-functionally with Sales, Product, Engineering, and Support teams to ensure seamless customer experiences and the continuous delivery of value.
Create and track metrics that measure customer success performance, providing data-driven insights to improve processes and outcomes across accounts.
Build long-lasting relationships with key customer stakeholders, including large enterprise brands and high-growth businesses, ensuring they receive world-class service and support.
Drive account growth by identifying opportunities for upselling and cross-selling within existing customer accounts.
Advocate for customers internally, ensuring their needs are communicated and addressed throughout the organization.
Proactively address customer challenges and resolve escalations, ensuring customer satisfaction and long-term success.
Work closely with the leadership team to contribute to company-wide growth strategies, with an emphasis on customer success as a key driver of revenue and expansion.

Who you are :

Experienced Leader : You have 7 years of experience in Customer Success, with 3 years in a leadership or management role. You've successfully led and scaled customer success teams at fast-growing startups, particularly in SaaS and tech environments.

Strategic and Data-Driven : You are comfortable building and implementing strategies that drive customer success and retention. You use data to inform decision-making and measure the success of your initiatives.

Proven in SaaS : You have a deep understanding of the SaaS business model and have experience managing customer success for software or technology products, particularly those with both hardware and software components.

Growth-Oriented : You thrive in high-growth environments and have successfully built processes to scale customer success operations, ensuring customer success is aligned with company growth targets.

Collaborative and Cross-Functional : You are a strong communicator and can effectively collaborate across departments such as Sales, Product, Engineering, and Support to ensure customer success is a top priority.

Customer-Centric : You are passionate about delivering an excellent customer experience, and have a proven track record of building lasting relationships with key customer stakeholders.

Innovative Problem-Solver : You are proactive and thrive in a fast-paced environment, addressing challenges before they escalate and finding innovative solutions to complex problems.

Leadership and Mentorship : You have a track record of successfully developing and mentoring high-performing customer success teams, empowering them to achieve and exceed their goals.

What we offer :

Competitive salary, commensurate with experience

Bonus and stock option opportunities

Medical, dental, and vision insurance

Generous PTO and sick leave

Opportunity to advance your career quickly in a high-growth startup alongside a passionate, motivated team

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Director of Customer Success

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