Director of Retail Activation, Customer Success

NACS

. Lead the end-to-end retailer activation strategy for the convenience channel .

Posted 11/7/2026full-timeAlexandria • Virginia • United StatesLead💰 $140,000 - $190,000 per yearWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates extensive experience in leading retailer activation strategies, managing complex enterprise implementations, and driving customer success in high-growth technology environments. Proficient in building and leading customer-facing teams, establishing scalable processes, and leveraging data-driven insights for operational excellence.

Highest-signal resume keywords

Retailer Activation StrategyEnterprise ImplementationsCustomer Success ManagementPOS Systems ExperienceCross-Functional Leadership

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Customer SuccessEnterprise ImplementationsRetail ActivationAccount ManagementOperational ReadinessData-Driven LeadershipKPI EstablishmentChange ManagementTechnical OnboardingImplementation Planning

Soft Skills

Executive CommunicationCross-Functional LeadershipCoaching and DevelopmentProblem SolvingRelationship Management

Tools & Technologies

CRM PlatformsHubSpotPOS SystemsForecasting ToolsOperational Reporting Tools

Industry Keywords

Convenience Retail TechnologyFintechDigital IdentityAge-Restricted ProductsHospitality Technology

About the role

Key responsibilities & impact

Lead the end-to-end retailer activation strategy for the convenience channel
Recruit, qualify, and activate new retailer partners
Manage the retailer activation pipeline and drive engagement from initial interest through deployment
Prioritize activation opportunities and portfolio plans to maximize Doors growth
Manage relationships with major oil companies, State Associations, and POS companies to support rollouts, joint marketing, communications, integrations, and activations
Maintain retailer universe projections and adoption forecasts based on POS readiness, software releases, and dependencies
Lead enterprise onboarding, implementation planning, technical onboarding, POS coordination, retailer training, operational readiness, go-live planning, transaction monitoring, early-life support, adoption monitoring, and expansion planning
Establish delivery responsibilities, milestones, and escalation routes with internal teams, providers, and retailer IT teams
Resolve complex operational blockers and senior retailer escalations
Drive retailer adoption, engagement, sustained transaction usage, satisfaction, retention, and expansion
Establish usage expectations, success metrics, customer health indicators, recovery plans, and executive business reviews
Translate TruAge’s value into practical outcomes through frontline training, change management, and adoption support
Improve implementation workflows and eliminate operational friction
Build scalable activation processes, playbooks, standard operating procedures, tools, and training resources
Establish KPIs, dashboards, forecasting, and operational reporting
Build and lead the customer-facing organization responsible for recruitment, activation, onboarding, implementation, customer support, adoption, success, lifecycle management, and process improvement
Own activation strategy, priorities, resource planning, team performance, and escalations
Delegate retailer progression and deployment coordination to the Activation & Growth Manager
Coach and develop the Activation & Growth Manager and wider team

Requirements

What you’ll need

10+ years of progressive leadership experience in customer success, enterprise implementations, retail activation, field operations, account management, or customer operations within high-growth technology, SaaS, or retail environments
Relevant industry experience in convenience retail technology, POS systems, payments, identity verification, digital identity, fintech, hospitality technology, or enterprise software
Experience with age-restricted products, franchised or distributed retail networks preferred
Proven success building and leading hands-on, customer-facing teams responsible for retailer recruitment, onboarding, implementation, activation, adoption, and long-term customer success
Experience managing complex, multi-site enterprise deployments involving POS providers, technology and service partners, and retailer Operations and IT teams
Ability to resolve technical and operational barriers, manage implementation dependencies, influence partners without direct authority, and establish scalable rollout processes
Strong commercial and operational acumen
Demonstrated success expanding retailer relationships, accelerating time-to-activation, driving adoption and transaction volume, coaching teams, and delivering predictable deployment outcomes
Data-driven operational leadership using CRM and customer success platforms such as HubSpot
Exceptional executive communication, cross-functional leadership, and change management skills
Ability to align Sales, Marketing, Product, Technology, Government Relations, Operations, external partners, and senior customer stakeholders around activation, adoption, and growth objectives

Benefits

Comp & perks

Comprehensive Benefits Package
Approximately 10% travel
Work from Anywhere (WFA) days
Metro accessible location, 2 blocks from King Street metro