Director of Customer Success

Job Summary

A company is looking for a Director, Customer Success.

Key Responsibilities

• Define and execute the Customer Success strategy for the Operator segment in North America
• Lead and mentor a Customer Success team while overseeing tech-touch and high-touch engagement models
• Act as the voice of the customer, translating needs into actionable insights and driving customer health initiatives

Required Qualifications

• 8-12 years of experience in Customer Success leadership, preferably in SaaS or technology-enabled services
• Deep understanding of the restaurant industry and experience with restaurant operators
• Proven track record of driving customer retention and growth in a diverse customer portfolio
• Experience designing tiered service models and tech-touch automation programs
• Strong data-driven mindset with proficiency in analytics and customer health scoring