Regional Customer Success Director

Job description

Regional Customer Success Director - United States

Salary: $110K - $135K fixed base salary per annum (depending on experience)

Location: Remote, based in Chicago, IL

Reporting to: VP Customer Success

Hours: 9-5 CT

About Hyble Technology

Things move quickly at hyble! We're a team of passionate individuals who love what we do and are always striving for the best. If you're looking for a company that values your contributions and offers exciting challenges, this might be the place for you.

Hyble Technology is a high-growth marketing technology company revolutionizing the way trade marketing is delivered in the beverage industry. Our innovative technology platform enables distributors and suppliers in the beverage industry to dramatically reduce the time, money and resources required to support their customers with Point of Sale marketing materials.

Headquartered in Scotland and operating in over 50 countries, Hyble work on a global basis with clients such SGWS, Diageo, Molson Coors, Carlsberg, Coca Cola and Bacardi.

In 2024, Hyble completed a highly successful nationwide rollout with the largest US Wine and Spirits distributor Southern Glazers Wine and Spirits. Our technology and cloud printing solution enabled our client to significantly reduce turnaround times, increase supplier chargeback and save millions of dollars in design costs.

In 2025, we looking to build on that success by continuing our rapid expansion in the North American market, and we are seeking an exceptional Regional Customer Success Director to help us do that.

What’s it really like to work here

Working with us is a long way from your average job – it's a unique opportunity to collaborate with brilliant people and be part of what could be the most significant chapter of your professional life.  It's where you can realize your full potential, take responsibility, and make a huge impact.  

Here's a glimpse of what it's really like to be a part of Hyble: 

• Fast-Paced: Our growth is lightning-fast, and the to-do list is never-ending. 

• Continuous Innovation: We're constantly building and improving our product, systems, and processes. We’re never done. 

• Starting from Scratch: We're building supply chains, teams, processes, and systems from the ground up. 

• Rapid Expansion: Our organization chart gets a makeover every 30 days as we add new people, teams, and capabilities. 

• Resourceful: We’ve got the backing of big-name investors but capital efficiency is in our DNA so we’re mindful of every dollar, euro, or pound spent. 

• Global Reach: We work across multiple time zones so we're often taking calls at odd hours to support our global teams.  

• Versatility: We wear many hats and take on tasks that go way beyond our job descriptions.  

• Dynamic Environment: We’re in the “messy middle” of the scaling journey so things can get a bit messy and chaotic at times. 

• Rewarding: But above all, it's incredibly rewarding, engaging, energetic, exciting, and a lot of fun.  

Who we’re looking for

We're on the hunt for the unconventional folks, the non-conformists, the professional punks, and trailblazers. The rebels who are passionate about solving industry challenges. We’re seeking the 1% who are determined enough to join our adventure, individuals who will relish challenges, learn daily and are driven to build something extraordinary.   

Most importantly, we're looking for individuals who embody our values: 

• “We’re a Team” 

• “We’re Humble”  

• "We’re Resilient” 

• "Be Yourself” 

Our work ethic at Hyble

Our values drive our work ethic. We are looking for people who operate this way as a default setting.:

• Commitment: We're fully committed to our vision, goals and each other. 

• Hands-On: We're not afraid to get our hands dirty. 

• Team-First: The team always comes before individual interests. 

• Hard Work: We go above and beyond, because it matters to us. 

• Responsible: We treat company resources like they're our own. 

• Progress, not perfection : We focus on progress and results, not perfection.  We focus on making marginal gains every day and look for shortcuts along the way. 

• Accountability: We make it ours and take ownership and responsibility. 

• Ambitious: We go big or go home. 

• Initiative: We try to see round corners; we spot opportunities, and we always find a way. 

• Growth Mindset: We’re always learning, we’re never done. 

• Challenge Convention: We challenge the mindset of “because we’ve always done this way” 

• Empathy: We deeply care about our customers, suppliers, and employees. 

If this resonates with you, then read on to discover more about the role you could play in our journey.

Job requirements

About the role
As one of our Customer Success Directors, you will own and execute Hyble’s Customer Success playbook across your assigned customer or territory.

Your focus will be on delivering results by deepening state-level leadership relationships, supporting frontline sales consultant engagement, and ensuring our customer partnerships continue to expand and succeed.

This role requires someone who can balance strategic influence with hands-on execution. You’ll build credibility with senior stakeholders and sales consultants while also rolling up your sleeves to deliver training, troubleshoot issues, and drive engagement on the ground.

What you’ll do:

Ownership & Execution

• Deliver Hyble’s Customer Success playbook across your assigned Customer/Region.

• Build and maintain strong relationships with distributor leadership and sales consultant networks, adding value at every level of interaction.

• Serve as the senior point of contact for your Customer/Region, ensuring state-level buy-in and partnership success.

Engagement & Adoption

• Deliver state-level usage reporting to track active vs. lapsed sales consultants.

• Build and execute re-engagement plans for underperforming or challenging states.

• Deliver live trainings and platform demos with sales consultants to reinforce engagement.

• Own and host monthly state-level meetings with leadership to review performance, share insights, and agree next actions.

• Become a platform expert—able to demo hyble confidently, troubleshoot rep issues, and sell in the benefits of the proposition.

Operational Support & Escalation Management

• Act as the escalation point for your territory, ensuring issues are resolved quickly and effectively.

• Be a knowledge hub for internal operational teams, sharing insight and context to help address customer issues and improve workflows.

• Take a proactive approach to surfacing issues and ideas, ensuring risks are flagged early and solutions/action plans are clear.

Commercial Accountability

• Own regional revenue and order volume targets in collaboration with the VP Customer Success.

• Track performance against forecasts, flag risks early, and pivot strategies where required.

• Provide data-driven insights into state-by-state performance and opportunities for growth.

Customer Advocacy & Continuous Improvement

• Act as the voice of the customer , providing structured insights to Product, Operations, and Support teams.

• Collaborate with Hyble’s Supplier Content Manager and state-level BDMs to ensure timely supplier incentives and branded content are available in the platform.

• Drive communication of supplier content to reps, linking activations directly to platform engagement.

• Contribute to operational and platform improvements to maximise retention, CSAT, and NPS.

Success Measures:

• Revenue & Orders: Achievement of regional revenue and order volume targets.

• User Engagement: Active users per state; % of lapsed reps re-engaged.

• Platform Usage: Ratio of self-serve vs. custom orders.

• Customer Experience: CSAT, NPS, and retention rates within your region.

• Content Activation Impact: Visibility and engagement with supplier activations in-platform.

• Regional Leadership Engagement: Monthly state-level meetings consistently delivered with actionable outputs.

What you’ll bring:

• Significant experience in Customer Success, Account Management, or Commercial Operations (SaaS/Enterprise preferred but not essential).

• Strong track record of building and maintaining customer relationships across multiple levels, from senior leadership to frontline teams.

• Commercial acumen: confident with reporting, forecasting, and owning revenue/order targets.

• Excellent communicator, able to engage with senior stakeholders and build wide customer networks.

• Experience managing escalations and acting as the operational point of knowledge.

• Proactive, action-oriented approach to problem solving—able to surface risks and drive solutions forward.

• Comfortable delivering platform demos, trainings, and re-engagement sessions.

• Analytical mindset, confident in creating usage reports and recommending improvement strategies.

Bonus if you have:

• Experience in the hospitality or beverage alcohol industry.

• Background in Sales or other customer-facing commercial roles.

• Experience in SaaS businesses with usage or transaction-based models.

Some candidates may see this list and feel discouraged because they don’t match all the requirements. If this is your ideal job please apply anyway, there’s a good chance you’re more wonderful than you think you are. 

What we'll offer:

This is a fixed base salary role with no additional role-specific incentive plan. As well as your fixed base salary, here’s a snapshot of what we typically offer to full-time employees:   

• Reward and Recognition. A company bonus scheme based on company and team performance, with regular recognition along the way.  

• 401k. A combined contribution of your choice and a capped company match.  

• Health Insurance. Comprehensive Medical, Dental, and Vision insurance is available from the first of the month after your start date, covering you and eligible dependents. Disability and Life Insurance are also provided at no cost to you.  

• Vacation. 22 days of vacation, as well as paid sick days.  

• Holidays. 7 fixed national holidays and 4 floating holidays.   

• Giving back. 2 paid days leave to support a charity of your choice.   

• Wellbeing. We'll support you in looking after your health and wellbeing so you can do your best work. We provide coaching and counselling on demand through our wellbeing partners, Plumm.  

• Health Days. 2 full days or 4 half days to take when you need to refuel and recharge.  

• Collaboration opportunities. Flexibility to work remotely, with opportunities to collaborate with colleagues and contribute to our culture.    

• Grow with us. You'll have opportunities to develop your career in a high pace technology company as part of a great team.      

• Open culture. A place where you can bring new ideas, try doing things differently, and have a real impact.  

You could belong here:

Hyble Technology is an Equal Opportunity Employer, committed to building a diverse and inclusive team that represents a wide range of backgrounds, perspectives, and skills. Hyble promotes and values difference, and is a workplace where everyone, from any background, can do their best work and be proud to belong.

For more information about us visit: or check out our socials.

Disclaimer:  Beware of scams! hyble will only ever initiate contact with candidates through an official "@hyble.tech" email address. We will never request payment details, nor will we ask candidates to purchase any equipment or services at their own expense. Always be vigilant and ensure you are communicating through our official channels.

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