Director, Customer Success
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Job Description
Director of Customer Success managing and elevating Operator segment across North America. Building strategies for maximizing customer value and retention with a high-performing team.
Responsibilities:
- Own and elevate the Operator segment across North America
- Build and execute strategies maximizing customer value, retention, and expansion
- Lead a high-touch regional team
- Oversee tech-touch program for scalable engagement
- Define and execute North America Customer Success strategy for the Operator segment
- Own segment health, renewal, and expansion metrics
- Design and implement tiered service models
- Develop and maintain onboarding, product adoption, risk mitigation playbooks
- Lead and mentor a North America Customer Success team
- Define team structure, roles, and career development plans
- Partner closely with Sales, Product, Support, and Implementations teams
- Build a robust customer advocacy and reference program
Requirements:
- 8–12 years in Customer Success leadership, preferably in SaaS or technology-enabled services
- Deep understanding of the restaurant industry, foodservice operations, or restaurant technology
- Proven experience managing high-performing teams
- Strong data-driven mindset
- Proficiency in analytics, customer health scoring, segmentation
- Proven success building operational processes, metrics dashboards, and scalable systems
- Fluency in SaaS metrics and frameworks
- Experience with Customer Success platforms such as PlanHat, Gainsight, or Totango, and CRM systems including Salesforce.
- Excellent leadership, coaching, and talent development skills
- Exceptional communicator with the ability to build trusted relationships
Benefits:
- Competitive salary
- Health insurance
- Paid time off
- Flexible work arrangements
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