Director of Partner Success

The Revi Mission🚀Brick-and-mortar retail isn’t dead — it’s evolving. As technology accelerates, the digital and physical worlds are merging into one unified purchasinglayer. At Revi, we believe the real Web 3 is this hybrid world, where every physical purchase has a digital identity, a relationship, and an opportunity for engagement.
As major brands have digitized isolated parts of their customer journey, Revi’s mission is muchbigger: we unify the entire physical purchase journey and enable small businesses to compete at a world-class level. We help businesses use data, AI, and consumer engagement tools to drive profitability, operational efficiency, and customer loyalty — all within a single ecosystem.
Supported by top Silicon Valley investors, Revi is positioned to own a multi-billion-dollar category.
Why Join Revi?🥳• Work as a direct thought partner to the CEO and executive leadership• Play a foundational role at a rocket-ship startup that is scaling fast• Influence culture, hiring, systems design, and world-class processes• Experience unlimited personal and professional growth• Join a vision-driven team that believes in big ideas, hard work, high impact, and serving thebusinesses in our ecosystem• Be at the forefront ofAI-driven transformation in the restaurant and retail space
The Revi Role 👨🏾‍💻👩‍💻As Director of Partner Success & Support, you will architect and lead the full post-salesexperience — onboarding, adoption, optimization, support, and long-term retention. You will own the operational structure of Partner Success and Support and ensure these teams operate with an AI-first mindset, integrating automation, AI agents, analytics, and intelligent workflows into every step of the partner journey. This role reports to the CEO and is mission-critical to Revi’s scale.

What you'll do 👷🏾‍♂️ (AI-First Responsibilities)

• Own Partner Lifecycle & Experience
• Lead the teams responsible for onboarding, success, and support for all Partners post-sale.
• Design repeatable, scalable, AI-enhanced processes for all Partner touchpoints.
• Build systems that anticipate partner needs, drive adoption, and ensure platform stickiness.
• Build AI-Driven Processes & Automation
• Create, automate, and continuously improve communication workflows using AI tools.
• Partner with internal AI teams to integrateAI agentsinto onboarding, support, data analysis, and training.
• Implement predictive insights to identify churn risks, adoption gaps, and growth opportunities.
• Operational Leadership
• Develop detailed onboarding rollout plans and keep all timelines accountable.
• Work with Execs, Product, Eng, AI, and Partner Success Managers to create an optimal end-to-end partner experience.
• Standardize processes, establish AI-enhanced SOPs, and build dashboards that provide real-time visibility into partner health.
• Drive KPIs + Performance Excellence
• Deliver weekly & monthly KPIs such as: TTR, CSAT, NPS, Adoption Rate, Task Completions, Retention, Transaction Growth, Outbound Engagement Metrics
• Use AI-powered analytics to diagnose root causes, improve workflows, and accelerate results.
• Data, Insights & Partner Health
• Interpret internal + external data to optimize lifecycle touchpoints.
• Implement AI-based health scoring, partner segmentation, and proactive engagement triggers.
• Identify partner challenges and propose data-backed solutions.
• Cross-Functional Collaboration
• Work closely with Sales, Marketing, Product, AI, and Engineering to improve system functionality and partner experience.
• Serve as the champion for partner needs as the company builds next-generation AI features.
• Team Leadership
• Manage Partner Success Managers, Implementation Managers, and Support Leads.
• Create a culture of ownership, innovation, and accountability.
• Coach and develop team members to perform at the highest levels.
• Embed AI tools in daily workflows, empowering your team to work faster and smarter.

What We Expect You’ll Bring 😎

• 5+ years in customer success, implementation, operational excellence, or project management
• 2+ years in a senior leadership role managing customer-facing or support teams
• Experience deploying complex technology systems (POS, kiosk, SaaS, multi-location rollouts)
• Familiarity with hardware logistics: shipping, 3PL, installs, and support operations
• Experience with iPad/Android configurations, MDM, troubleshooting
• Strong communication, presentation, and stakeholder-manageme