GTM (Customer Success)
We are founder-led and at our size that means you're in the room with them, on the calls, in the decisions, shaping the product and the pitch. As one of our first 50 employees, you'll play a crucial role in building on our culture rather than inheriting one. We argue to learn, not to be right. We ship fast, because working beats perfect. When we lose, we learn from it; when we win, we win together.
Your title is where you start, not where you stay, and there's room to grow into the work you're drawn to. Our team is 50/50 men and women with over 12 languages spoken.
If that sounds like your kind of team, we'd love to meet you.
Signing a CPG customer is the easy half. The hard half is that six months later, 4,000 reps across nine regions still open the app every morning, recognition accuracy hasn't quietly degraded after a packaging refresh, the data lands cleanly in their BI stack, and a VP of Sales can point at a number and say Wisy did that. That's this job.
You own accounts after go-live — commercially and technically. You're the person a customer's ops director calls, and you're also the person who opens the console, checks the SKU library, reads the sync logs, and finds out that a new distributor's tablets are on an OS version that's dropping photos. You don't file the ticket and wait. You fix what you can, and you bring engineering a diagnosis rather than a complaint.
This is not a role for someone who needs a playbook handed to them. It requires high agency, near-complete autonomy, and a willingness to own an outcome you can only partly control.
• Own a book of enterprise CPG accounts post-signature: adoption, health, expansion, and renewal. You carry a net revenue retention target and an adoption target, not a ticket queue.
• Run go-live and every rollout after it: new regions, new brands, new distributor partners. Onboarding SKUs and planograms, configuring workflows, training the trainers, and being in-aisle for the first week of every major wave.
• Own technical health of the account. Recognition accuracy by customer and by SKU, image quality, sync failures, integration breakage, data pipeline hygiene. You monitor it proactively and you're the first to notice when something slips — before the customer emails.
• Debug in the customer's environment. Query their data, reproduce the failure, isolate whether it's the model, the device, the user, or the planogram. Write the reproduction case engineering needs.
• Drive adoption at the rep level. Ride along. Watch a supervisor try to coach off a dashboard. Find the three reps in every region who love the product and make them your champions. Redesign the rollout when usage flatlines in week three — because it will, somewhere.
• Prove value in the language the customer bought in. Build and defend QBRs that tie shelf availability, share-of-shelf, and OSA improvements to revenue a CFO recognizes. Own the baseline, own the measurement, own the story.
• Find and close expansion. More stores, more brands, more markets, more modules. You run these deals yourself with sales support — you're closest to the value already delivered, which makes you the credible one in the room.
• Feed product. Churn risks, accuracy failure modes, workflow friction, and feature requests ranked by revenue at stake, not by volume of asks. Partner tightly with the Forward Deployed PM so field reality reaches the roadmap.
• Build your own leverage. Health-score automation, QBR generation, accuracy monitoring, onboarding scripts. One person should be able to run a book that normally takes three.
Required skills:
• A founder-like mindset: high bias for action, persistence, grit, comfort with ambiguity. You find the path; you don't wait for one.
• 5–10 years across some combination of technical customer success, forward-deployed engineering, implementation, solutions architecture, or technical account management at a data/AI/SaaS company. Titles matter less than the pattern: you've personally owned a large enterprise deployment past the honeymoon and into renewal.
• You can build. SQL is non-negotiable — you should be comfortable writing your own queries against customer data to answer a question rather than requesting a report. Python, APIs, and integration work are a strong plus, plus enough ML literacy to reason about computer vision accuracy — precision vs. recall, drift, edge cases, retraining loops — and explain it to a VP of Sales without jargon.
• Track record of retention and expansion in complex, multi-stakeholder enterprise accounts: you've renewed and grown seven-figure relationships where the buyer, the admin, and the daily user are three different people with three different incentives.
• Track record of punching above your weight: trusted executive relationships well senior to your title (VP Sales, VP Trade Marketing, CIO, Country Manager) who'll act as references to that effect.
• Comfort delivering bad news. Accuracy will miss somewhere, a rollout will slip, a feature won't ship on the date you hoped. You say it early, with a plan, rather than managing it quietly until it explodes.
• Genuine curiosity about CPG and retail: you've worked in or sold into consumer goods, beverage, distribution, or retail — or you're hungry to learn how a bottler actually runs a route and how a category manager actually decides.
• Willingness to travel and to spend real time in stores and distribution centers, not just on Zoom.
Link to portfolio (if applicable)
