Director of Customer Success

Who We Are

We’re product first. Our goal is to help people & their pets enjoy a healthier, longer life together. We’re pushing the boundaries of what it means to deliver better nutrition and investing heavily in testing, formulation, and R&D to make a science-backed fresh food that truly improves our cats’ & dogs’ health and longevity.

We’re growing fast. Bootstrapped from Day 1, we’ve grown to 8+ figures in annual revenue in just a few short years and our growth has earned us No. 48 on the Inc. 5000 fastest growing companies in 2025. Our belief has always been that our ruthless focus on making the best possible product drives the demand. We’re not slowing down anytime soon & have ambitious plans to further transform the lives of many more pets & their families through our nutrition, new products & more.

We’re a small team with a large impact. We believe in working smarter, not harder and spending your time on the work that really moves the needle. We like being a lean yet efficient team so that good ideas move fast from concept to execution.

Who You Are

We’re looking for a Director of Customer Success to build a CS organization that doesn’t just answer tickets, but also drives retention, shapes the product, and becomes a genuine competitive advantage for our brand.

You’ll start off building the systems & automations to improve how quickly we respond to our customers while leveling up our response quality. Afterwards you’ll turn your attention to developing proactive approaches to prevent customer reachouts in the first place and turn interactions into experiences that surprise & delight.

This is a high-impact role where you’ll be working alongside a strong in-house team (US & international) of agents, leads, and managers and owning the strategy, culture, and execution that defines what great support looks like at Viva.

You’re deeply analytical and know exactly which metrics to look at to diagnose a problem or to make a decision. Is this software tool worth it? Why are we not able to keep up with ticket volumes? Should we change this policy on how we refund our customers? You’re able to articulate the metrics, build the models, and trace the analytics like a detective to find the right answer.

You’re strategic. You understand that the best customer experience is one that does not have to interact with our team at all. You think about upstream experiences, categorize them and figure out how to both fundamentally improve the customer experience and reduce burden on our customer success agents.

You’re the balance between the customer and the business. You understand how to evaluate complex situations and walk the tightrope between customer satisfaction while protecting the bottom line. You know how to evaluate the details of any escalation and find an acceptable middle ground. You know that a truly excellent customer success org is not a cost center, but rather a sales / retention center and know how to drive towards that in a measurable way.

You’re extremely good at written & verbal communication. You know how to craft your message and deliver it in a way that achieves the best outcome. Whether it’s for one-off customer escalations or mass communications, you understand the psychology behind how people receive & process information and leverage that to create effective messages. For our team & 3rd party partners, you know how to motivate people but also how to hold them accountable, be firm, and clear with your expectations.

You’re a leader and a doer. You thrive in leading lean teams and know when to coach, delegate, or jump in yourself. You proactively think about what guidance others need to do great work but you’re not afraid to roll up your sleeves and tackle a large project.

You spot patterns that others miss. Customer feedback is never a neatly organized data set and you have a sharp instinct on when to dig deeper and pull on threads. You connect the dots across seemingly different reports and find the common thread to either solve a problem or make an improvement.

You’re fluent with AI. You can comfortably set up and operate off the shelf AI tools but you also have the chops to build your own AI agents and skills. You know what AI is and isn’t good at, understand where human judgement is needed, and how to build workflows that improve speed & efficiency without sacrificing quality.

What Success Looks Like

Month 1-6:

You’ve built dashboards & reports for key metrics and most importantly—are regularly monitoring & interpreting to diagnose issues, identify opportunities, and prioritize work. You’ve created models that forecast ticket volumes, capacity, support costs and everything in between.
Our team is seeing meaningful improvements in response times, tickets/hr, response quality, ticket:order ratio, and other metrics from changes you’ve implemented.
Your push into automation/AI is reducing contact volume and improving response times without sacrificing CSAT
You’ve defined career pathing & role expectations for entry & mid-level roles within the team
You’ve developed a robust hiring, training, and QA process is in place to ensure we’re finding the best talent and establishing standards and feedback loops that continuously raise the bar

Month 6-12:

You’re developing retention systems to identify customers at-risk of churn & proactively offer support. Your efforts are having a measurable impact on churn & LTV.
We’re delivering customer interactions that increase loyalty and creating super fans that share about their experiences. Ex: Surprise & Delight, VIP programs, nutrition consultations
Summaries & insights are resulting in actionable recommendations to improve the product, website, or fulfillment experience. These improvements don’t just prevent issues but differentiate us from other brands.

Key Challenges

Our customers care deeply about their pets and get understandably frustrated by situations that impact them (ex: order is delayed and now they’re out of food). You’ll need a high amount of resiliency and emotional intelligence to navigate challenging conversations and coach others.
Our operations & logistics are complex. A natural disaster may affect a raw material supplier, holidays can cause shipping carriers to be delayed. You’ll need to be able to quickly react to unexpected events & coordinate responses across the org (product, ops) and within the team to minimize customer disruptions.
Customer Success is one of the largest teams within our organization and our agents’ job isn’t always easy. You need to know how to build solid relationships with your team, support them, keep them accountable, and motivate them.

Why You’re Excited to Join

We’ve grown as quickly as we have focusing on making the best product and best nutrition for our customers. We have no debt & no investors, meaning our cashflow is reinvested in the best long term outcome for the brand and our customers, such as R&D, the right team, and much more.
We are data-driven & tech-forward. We back business decisions with metrics & analytics rather than gut feeling and are embracing the adoption of AI agents & tools internally to increase efficiency & output. If you have a data question, we have an internal analytics bot MCP that you can just ask the question; it reaches into our data warehouse and pulls together the analysis for you.
We’re looking for the Customer Success leader to spearhead this part of our organization. You have the authority to execute on all strategies & initiatives. If you have the chops & ownership, we want & trust you to hold the reigns as a core part of our Leadership team.
Besides being a team that is driven & overachieving, we’re first and foremost pet-lovers and people that like to do great work together. None of the people on the team you’ll lead or in other parts of our brand are just here to ‘do a job.’

What We’re Looking For

6+ years of experience managing and scaling CS teams. You’ve modernized tooling, implemented AI-powered support, and have the metrics to prove it moved the needle
You’re plugged in. The CS landscape changes quickly and you always have a pulse on the latest through your network and what you’re seeing online
Nice to Have: Experience with subscription CPG products, pet products, and e-commerce.

Perks & Benefits