Director, Customer Success (West)
Position Summary
Botrista is seeking a visionary and growth-oriented Director, Customer Success (West) to spearhead our regional account strategy and cross-functional execution on the West Coast. In this leadership role, you will design and execute the overarching strategic roadmap for regional accounts, driving long-term customer retention, expansion, and operational excellence. You will lead, scale, and inspire a high-performing regional team of Account Managers, while serving as a key strategic partner to the executive team. By bridging the gap between high-level business strategy and field execution, you will champion the voice of the operator, orchestrate complex cross-functional initiatives, and establish Botrista as an indispensable partner to major restaurant and foodservice brands across the region.
Key Responsibilities
Strategic Leadership & Vision: Define and execute the West Coast regional customer success strategy, aligning team objectives with Botrista's macro-level growth, location retention, and expansion goals
Cross-Functional Orchestration: Act as the primary regional liaison between Sales, Product, Operations, and Supply Chain to ensure seamless menu deployments, strategic product rollouts, and unified corporate initiatives
High-Stakes Relationship Management: Build and maintain deep strategic relationships with key account stakeholders, positioning Botrista as a critical driver of their business profitability
Team Scaling & Mentorship: Lead, develop, and scale an elite team of 5-10 regional success professionals. Foster a culture of accountability, continuous learning, and strategic thinking to build a robust leadership pipeline
Operational Excellence & Profitability: Oversee regional business reviews and program health metrics. Drive regional standards for program success
Advanced Escalation & Problem Solving: Serve as the ultimate authority for high-impact regional challenges, designing systemic, scalable solutions that prevent future friction and optimize standard operating procedures
Requirements
Key Skills & Attributes: Exceptional ability to distill complex operational data into compelling, high-level business reviews and strategic presentations for internal executives and client stakeholders; adept at looking beyond individual account crises to design scalable, repeatable frameworks that improve the customer experience across the entire region; proven ability to collaborate with and influence cross-functional peers (Product, Sales, Logistics) to align priorities and eliminate operational barriers for clients; highly analytical mindset with the ability to leverage data (e.g., usage metrics, financial health, performance KPIs) to drive proactive account expansion and retention strategies
Minimum Qualifications: Education—Four-year college degree required; Experience—8+ years of experience in customer success, account management, or commercial leadership within the food-service, hospitality, or restaurant technology (FoodTech/SaaS) industries; Leadership Track Record—3+ years of experience successfully leading and developing managers or high-performing account teams in a remote, multi-market environment; Scale & Adaptability—Proven track record of driving strategy and project execution within fast-changing, high-growth, or venture-backed environments; Technical Proficiency—Deep familiarity with enterprise business systems and collaboration ecosystems (e.g., Salesforce, PowerBI, ClickUp, Slack)
Location
San Francisco Bay Area or Los Angeles. In San Francisco, there is a hybrid in-office expectation.
Travel
Willingness to travel regionally (25-50%) to engage with key enterprise clients, orchestrate high-profile launches, and align with regional team members
Benefits
Benefits and Compensation: Fully company-paid Medical and 99% company-paid Dental and Vision Insurance; 15 days Paid Time Off, 7 sick days, 14 holidays, Wellness Benefits, Cell Phone and Internet reimbursement, 401K
Compensation: Base Salary: $160K; The starting salary is commensurate with experience and qualifications.