A hands-on, player-coach leader who owns customer outcomes from signed agreement through adoption in the field, renewal, and expansion. Location: Remote or Austin, TX. Type: Full-time. Reports to: CEO. Turn successful pilots into successful enterprise rollouts. As Crave grows with some of the world's largest retailers, we are looking for a hands-on leader to own customer outcomes from signed agreement through implementation, adoption, measurable results, renewal, and expansion. This is a player-coach role. You will personally lead Customer Success across Crave's customer portfolio while managing Implementation and Customer Support. You will work directly with major retailers, spend time in stores with frontline teams, and build the operating discipline required to make deployments successful. This is not a traditional relationship-management role. Success means delivering what was promised, proving business value, earning executive trust, and making sure the people in the stores actually understand, adopt, and believe in the program. What you'll own1) Customer outcomes: Own the customer journey from kickoff through measurable value, renewal, and expansion. Establish clear goals, success measures, operating rhythms, and executive communication. Make sure every customer understands what Crave is delivering and what needs to happen next.2) Field adoption: Get into stores and make the program work in the real world. Train store teams, build energy around launches, engage District and Regional Managers, and create repeatable train-the-trainer programs that retailers can scale across larger fleets.3) Delivery and support: Oversee implementations, customer support, and operational execution. Make sure projects have clear scope, ownership, timing, and readiness. Identify risks early, lead escalations when needed, and fix recurring problems at the source.4) Leadership and scale: Manage Implementation and Customer Support while personally leading Customer Success. Partner closely with Sales, Product, Engineering, and executive leadership to improve how Crave launches, supports, measures, and expands customer programs. Sales will own the commercial sale. You will own the customer outcomes and operating execution that make expansion possible. What success looks like (first year)- Improve the consistency of customer launches and communication- Build stronger store-level adoption and field leadership support- Create repeatable training and rollout programs- Strengthen Crave's ability to measure and demonstrate customer value- Improve the path from pilot to broader rollout- Reduce preventable implementation and support failures- Build stronger relationships across store, district, regional, and corporate leadership What we're looking forYou are a strong operator who combines customer leadership, commercial judgment, field presence, and execution discipline. You are comfortable leading an executive presentation in the morning, training store teams in the afternoon, and handling a difficult customer escalation later that day. You create clarity when work becomes complicated. You know how to earn credibility with executives, but you are equally comfortable standing in a store with a manager and associate figuring out what is actually working. Strong candidates will typically bring experience across enterprise customer leadership, implementation, retail operations, field enablement, change management, and cross-functional execution. Experience in retail, store operations, retail technology, enterprise SaaS, hardware-enabled software, or international deployments is especially valuable. Why CraveThis is an opportunity to help define how some of the world's largest retailers serve customers inside physical stores. You will have direct influence over customer outcomes, enterprise growth, company operations, and how Crave delivers its technology around the world. - This role is for someone who wants to build, lead, and own. How we hireFour steps. Start to finish inside two weeks: 01 Screening conversation; 02 Group interview with the team you would work with; 03 Interview with our CEO; 04 Decision. Apply by email: careers@craveretail.com (include "Director, Operations & Customer Success" in the subject).