Director of Customer Success

Location: Remote

Company: AnyRoad (San Francisco HQ with Office in Athens Greece)

Travel: Up to 30%

Manages: 7 direct reports across Customer Growth functions

About AnyRoad (The Real Version)

AnyRoad is a fast-growing VC-backed (Andreessen Horowitz Blackrock Marc Benioff) SaaS company building the leading platform for the experience economy - experiential marketing brand homes and loyalty-driven growth. Our customers include global brands across beverage alcohol retail apparel and consumer lifestyle many of whom rely on AnyRoad to power their most important IRL experiences. We are not a slow-moving enterprise company. We are a scrappy execution-driven startup where leaders roll up their sleeves spend time with customers and directly influence outcomes. This role is for someone who wants ownership accountability and real impact.

What youll own: Revenue & Growth Accountability

• Own 120% Net Revenue Retention (NRR) across a defined portfolio
• Drive expansion through growth opportunities like brand and geographic expansion or increased adoption
• Lead renewals pricing discussions and long-term account growth strategy
• Drive organic growth from existing usage revenue by increasing adoption increasing visitor counts identifying opportunities for customers to grow their revenues

Hands-On Customer Leadership

• Act as executive sponsor for strategic accounts. Personally lead:

On-site customer meetings

Quarterly Business Reviews (QBRs) and roadmap discussions

Expansion and renewal negotiations

• Build trusted relationships with senior leaders at global consumer brands

Team Leadership

• Lead and coach 7 direct reports across:

Implementation

Customer Enablement

Account Directors / Account Managers

• Set clear expectations around performance ownership and growth outcomes
• Develop future leaders while maintaining a high bar for execution
• Attendance or participation in industry events conferences and tradeshows as needed

Cross-Functional & Executive Collaboration

• Work closely with AnyRoads executive team on strategic account expansion
• Partner with Product and Engineering to translate customer needs into roadmap
• Collaborate with leadership on forecasting and growth strategy
• Serve as a senior AnyRoad leader in Europe
• Help scale processes while maintaining flexibility and speed
• Travel up to 30% to customer sites events and meetings (Europe occasional US)

Who You Are: Must-Haves

• 812 years in Customer Success Account Management or Growth within B2B SaaS
• Proven ownership of 120% NRR in a growth environment
• Experience leading multi-disciplinary teams
• Comfortable being customer-facing commercial and hands-on
• Strong executive presence with the ability to influence senior stakeholders

Strong Plus

• Experience working with or selling into Beverage alcohol Consumer brands / CPG and Retail apparel or lifestyle brands
• Experience in a venture-backed fast-scaling SaaS company
• Familiarity with tech - CRM payments ecommerce loyalty or marketing automation
• French language skills (helpful but not required)

We may use artificial intelligence (AI) tools to support parts of the hiring process such as reviewing applications analyzing resumes or assessing responses. These tools assist our recruitment team but do not replace human judgment. Final hiring decisions are ultimately made by humans. If you would like more information about how your data is processed please contact us.

Required Experience:

Director