Director of Customer Success - Digital Growth Partner (DGP)
18 hours ago
New York
About unPLUG unPLUG partners with leading multi-unit restaurant brands to transform how their digital ecosystem drives growth. We work at the intersection of strategy, technology, and execution, embedding directly with our partners to unlock measurable, durable impact across ordering, loyalty, and customer engagement. unPLUG’s Platform custom-fits into the customers tech stack and operational workflows that power their most important business outcome at their largest storefront, first-party digital. We are not a traditional SaaS vendor or agency. Our model is closer to a forward-deployed team: we integrate into our partners’ businesses, take ownership of outcomes, and build alongside them. We are hiring a Director of Digital Growth Partner (DGP) to play a central role in that model. The Opportunity This is a cross-functional role spanning customer success, digital strategy, product thinking, and solution architecture. As a DGP, you will own the relationship and performance of a portfolio of strategic customer-partners, acting as their embedded digital growth leader. You will be responsible for identifying, prioritizing, and executing against the highest-impact opportunities across their digital ecosystem. You will work directly with founders and C-suite leaders, both at unPLUG and within our customer-partner organizations, and will be expected to operate with a high degree of autonomy, rigor, and judgment. Logistics: • Location: This role is based in New York, New York., • Travel: Up to 25%, • Reporting lines: This role reports to the Chief of Staff of unPLUG Dining. What You’ll Do • Own Customer Outcomes: Work hand in hand with customer partners to drive measurable improvements in conversion, frequency, AOV, and retention across your portfolio driving incremental revenue and ARR expansion., • Lead Digital Strategy: Develop and continuously refine a clear roadmap across ordering, loyalty, CRM, and lifecycle engagement across a portfolio of customer organizations., • Influence adoption through storytelling, planning each brand's journey up the digital maturity ladder., • Act as a Cross-Functional Leader: Collaborate closely with engineering, product, and tech partner teams to design and deploy solutions., • Translate Complexity into Action: Synthesize fragmented systems, data, and workflows into clear insights and executable plans., • Architect and Implement Solutions: Contribute to the design of scalable, high-impact solutions; then help drive them through to deployment and iteration., • Serve as a Trusted Advisor: Build strong relationships with executive stakeholders and operate as an extension of their leadership team., • Drive Execution and Velocity: Ensure initiatives move from idea to implementation to measurable impact, without getting stuck in analysis., • Be the Main Line of Defense: Respond to and triage incoming support requests from both internal and external teams. Redirect requests as necessary to unPLUG product team or partner support as necessary. What Makes This Role Different • You are accountable for business outcomes, not just deliverables, • You operate across strategy, product, and execution, not within a single function, • You are embedded within customer-partner organizations, not working at a distance, • You will help shape how unPLUG operates, not just execute within an existing system What We’re Looking For We are looking for individuals who are: • Highly Analytical and Intellectually Curious: Able to quickly understand complex systems and ask the right questions to uncover root causes and opportunities., • Ambitious with Strong Ownership: Motivated by impact, with a bias toward action and a high personal standard for performance., • Product and Systems Thinkers: Naturally inclined to think in terms of user journeys, system design, and tradeoffs., • Technically Fluent: Comfortable working alongside engineers and understanding how different technologies integrate, even if not coding directly., • Commercially Minded: Able to connect strategic initiatives to tangible business outcomes and value creation., • Low Ego, High Collaboration: Comfortable operating in a team-oriented environment where ideas are challenged and refined. Ideal Background We have seen success from candidates with experience in: • Possess a minimum of 5+ years in leadership roles with direct experience in customer success and team management., • Exhibit strong critical thinking and ability to use data and insights to identify industry trends and risks., • Demonstrate excellent communication skills, and be a strong collaborator, to bridge across various teams and levels., • Showcase a proven track record in talent management, including recruitment, retention, and development., • Experience leading efforts of cross-functional teams to facilitate resolution or disposition of customer needs or projects., • Experience working in a fast-paced environment such as in B2B SaaS, at a start-up or in banking, private equity, or management consulting a plus, • Ability to own executive relationships and sell a strategic vision for the direction of their digital business, • Customer-facing experience, • Demonstrated ability to optimize internal operations and triage customer needs, • Experience in product, growth, or operations roles within high-performing technology companies, • Experience in digital or omnichannel strategy within multi-unit or consumer brands, • Experience in forward-deployed engineering or embedded operator roles There is no single required background; what matters most is your ability to think clearly, operate independently, and drive results. Why unPLUG We are building a different kind of company—one that sits at the center of our partners’ most important growth initiatives and delivers measurable value. You will have the opportunity to: • Work directly with founders and senior leaders, • Operate at the intersection of business, technology, and data, • Take ownership of meaningful, high-impact initiatives, • Help define and shape a new category of digital growth partnership Final Note This role is intentionally broad and demanding. It is designed for individuals who thrive in ambiguous environments, enjoy solving complex problems, and want to take ownership of real business outcomes. If that resonates, we’d love to meet you. What We Offer This role offers a uniquely high-leverage career opportunity: • Benefits: Unlimited Paid Time Off, 401(k), HSA, Medical, Dental, Vision Insurance Benefits, and additional Other Optional Benefits via Insperity, • Startup Operator Experience: Hands-on exposure to scaling a well-functioning startup; an experience that stands out on any resume., • Founder Apprenticeship: Act as a “mini-CEO,” gaining first-hand insights into strategy, execution, and leadership., • Healthy Team Environment: A supportive, values-driven culture that fosters personal and professional growth., • Accelerated Learning: The fastest path to growth with exposure to all core functions (sales, marketing, partnerships, product, and operations)., • Network Building: Direct access to C-suite executives at customer brands, partners, and investors., • Fundraising Experience: Involvement in investor relations, board prep, and fundraising strategy., • Product & Engineering Exposure: Learn what it takes to build, ship, and scale a SaaS product., • Commercial Buildout: Invaluable experience building out an organization from scratch. Compensation • Base Salary Range: $100,000-$150,000, • Eligible for Bonuses, • Eligible for Commission for driving incremental Platform adoption Equal Opportunity In an effort to attract, retain, develop and promote the most qualified individuals, unPLUG is committed to treating all applicants and employees in a nondiscriminatory manner with respect to the terms and conditions of employment, without regard to race, color, religion or belief, sex, national or ethnic origin, ancestry, age, marital status, sexual orientation, gender identity, veteran status/service, physical or mental disability, or any other classification protected by applicable law. This mandate governs all aspects of employment, including recruitment, selection, promotion, training, education, social and recreation programs, compensation, discipline, termination and access to benefits. Accommodation unPLUG is also committed to providing reasonable accommodations to individuals with disabilities. If you need a reasonable accommodation because of a disability for any part of the application process, please send an email to talie@unplugdining.com and let us know the nature of your request.