Vice President of Insights and Customer Success

About Righteous Felon: Righteous Felon is a premium craft meat snack brand built by a small-but-mighty team that's been at it for 14 years. With bold flavors, clean ingredients, and an unapologetic voice, we're rebels with a cause in the meat snack space, taking on a $6B+ category and helping lead the shift toward fun, better-for-you protein snacking.  We sell everywhere great snacks are sold: online, Amazon, TikTok, Costco, Wawa, Target, Kroger, and far beyond, including hotels, sports nutrition, bars, golf clubs...even at SpaceX. The momentum is real: Inc. 5000 (#1316) and Instacart's #16 Top Emerging Brand in 2025. Even still, we're under 2% of the market, which means the whitespace is massive, and we're just getting started. We're looking to add a few key players to the team for the next stage of growth.  Our Culture Righteous Felon is a small-but-mighty team of thinkers and doers. Everyone wears a lot of hats, and most of us are player/coaches: owning the work, leading when needed, and jumping in wherever it takes to win. We move fast, keep our heads down, and get shit done. We test often, measure closely, learn quickly, and iterate nonstop.  We recruit great people and develop great people. Many of our leaders started as order pickers in the warehouse, because growth here is earned through ownership, attitude, results, and the ability to adapt. We're employee-owned, and we genuinely care about each other and the work we put out.  We leverage tech, automation, and AI to stay efficient and keep meetings minimal: clear owners, tight decisions, and lots of action. It's a flat organization where every voice matters and the best idea wins, no matter who it comes from. If you like working hard, making cool stuff, and being nice to people, you'll fit right in.  We are highly interested in people who use AI as a force multiplier. We view AI as a management, planning, and execution tool that helps great operators move faster, think better, stay organized, and increase output without sacrificing quality. The right candidate is excited about AI, fluent in working with it day to day, and constantly looking for practical ways to apply it to improve creative development, decision-making, reporting, and workflow efficiency.  About the RoleYou'll be building for our core consumer: the Rebel with a Code. They're a culture-aware, fast-deciding 30–40-something consumer who buys snacks as identity, not just nutrition. They want protein-centric fuel that tastes unreal, made with clean ingredients, wrapped in great art, sharp storytelling, and a point of view.  As VP of Insights & Customer Success, you are the company's intelligence engine and the voice of the consumer inside the building. You'll build and own the insights function from the ground up—synthesizing data from syndicated sources, retailer portals, reviews, social listening, DTC analytics, and customer feedback into clear, actionable narratives that drive better decisions across Sales, Marketing, Product, and Operations. Equally important, you'll own the customer success function: ensuring that every touchpoint after the purchase—DTC experience, subscription, customer service, reviews, and loyalty—creates advocates who come back and bring friends. This role bridges the gap between what the data says and what the business does about it. You'll inform innovation pipelines, validate go-to-market strategies, arm Sales with category stories, and build the feedback loops that help Righteous Felon learn faster than anyone in the category. If you're obsessed with turning messy data into sharp insights, believe AI is the ultimate research assistant, and want to build an insights function that punches way above its weight at a company that actually listens, this is it. Key Responsibilities: Consumer & Category Insights Build and lead the insights function: establishing data sources, analytical frameworks, and reporting rhythms that keep the company informed and ahead of the market Synthesize data from syndicated sources (Circana/IRI, SPINS, Nielsen), retailer portals, Amazon analytics, social listening, reviews, and customer data into clear, actionable insights Develop and maintain the consumer segmentation, shopper profiles, and occasion-based frameworks that inform positioning, innovation, and go-to-market strategy Monitor category trends, competitor activity, and cultural shifts—proactively surfacing opportunities and threats to leadership Lead or commission consumer research (qualitative and quantitative) to validate hypotheses, test concepts, and deepen understanding of the Righteous Felon consumer  Sales & Retail Intelligence Arm the Sales team with compelling category stories, sell-in decks, and data-driven narratives that help win distribution, shelf space, and promotional support Build retailer-specific insights packages that demonstrate category growth opportunity, Righteous Felon's role in the category, and promotional effectiveness Conduct post-promotion and post-launch analyses that quantify impact and inform future planning Support annual planning and line reviews with category and competitive data that shapes "where to play" decisions  Customer Success & Retention Own the post-purchase customer experience across DTC, subscription, and Amazon—ensuring the journey from first purchase to loyal advocate is seamless, delightful, and on-brand Build and optimize customer lifecycle programs: onboarding flows, win-back campaigns, subscription management, review solicitation, and loyalty initiatives Monitor and improve customer satisfaction metrics (NPS, CSAT, review ratings) and develop action plans to address friction points Oversee customer service operations—ensuring fast, on-brand, and empathetic resolution of issues Develop the voice-of-customer (VOC) program: systematically capturing, analyzing, and routing customer feedback to inform product, packaging, and experience improvements  AI + Automation for Insights & Customer Success Use AI to dramatically accelerate the insights workflow: synthesizing large volumes of reviews, social comments, retailer feedback, and survey data into structured insights in a fraction of the time Build AI-enabled dashboards and automated reporting that give leadership, Sales, and Marketing real-time visibility into consumer trends, category dynamics, and customer health Leverage AI for customer success automation: intelligent ticket routing, sentiment analysis, automated review responses, and predictive churn modeling Create and maintain a library of AI-assisted templates for category stories, sell-in presentations, consumer profiles, and research briefs Continuously evaluate and adopt new AI tools that improve the speed, depth, and accessibility of insights across the organization  Cross-Functional Partnership & Strategic Influence Serve as the connective tissue between data and decisions—ensuring insights flow to the right people at the right time and translate into action Partner with Marketing on campaign measurement, creative testing, and brand health tracking Collaborate with Product/Innovation on the consumer insight pipeline that informs new flavors, formats, and product extensions Work with Sales and Shopper Marketing on promotional effectiveness, assortment optimization, and retailer strategy Present insights and recommendations to the leadership team and board on a regular cadence  Required Qualifications: 10+ years of experience in consumer insights, analytics, category management, or customer success in CPG food & beverage, with at least 5 years in a senior leadership role Proven ability to build insights functions or teams that drive measurable business impact across Sales, Marketing, and Product Deep proficiency with syndicated data platforms (Circana/IRI, SPINS, Nielsen) and experience translating data into compelling retailer-facing stories Strong experience in customer success, retention, or lifecycle marketing—ideally spanning both DTC/e-commerce and retail AI + automation passion (non-negotiable): You use AI daily to analyze data, synthesize research, generate reports, and build automated insight pipelines. You see AI as the tool that lets one person do the insights work of an entire department—and you're excited to prove it. Excellent analytical skills with proficiency in data visualization and reporting tools Outstanding communication skills—you can translate complex data into clear, compelling narratives for any audience (C-suite, Sales team, retail buyers) Strong project management and organizational skills with ability to manage multiple workstreams simultaneously Bachelor's degree in Marketing, Business, Analytics, Economics, or a related field  Preferred Qualifications: MBA or advanced degree in a quantitative or research-focused discipline Experience in snacks, protein, meat snacks, or adjacent better-for-you categories Background at a high-growth or challenger brand where you built the insights function from scratch or near-scratch Experience with customer data platforms (CDPs), CRM systems, and e-commerce analytics Familiarity with social listening tools (Brandwatch, Sprout Social, etc.) and review analytics platforms Experience with BI/visualization tools (Tableau, Power BI, Looker) Background in consumer research methodology (qual + quant) and experience managing research agencies Experience with automation tools (Zapier, Make, n8n) and AI-enabled analytics workflows   Benefits & Perks Competitive salary 401K with 4% Company Match Performance bonus opportunity Health, dental, and vision insurance Flexible PTO policy Hybrid work environment (Philadelphia area preferred) / Remote considered Free snacks (obviously) Opportunity to build something legendary at a rocket-ship company  How to Apply Submit an application and resume at https://www.righteousfelon.com/pages/careers