Director of Customer Success Management

About the role

We are seeking a Director of Customer Success to lead our efforts in ensuring our restaurant customers realize meaningful value from our platform. This role plays a crucial part in driving retention, expansion, and customer advocacy at scale.

Responsibilities

• Drive measurable improvements in customer retention by operationalizing value realization, adoption, proactive account management, and risk mitigation across the entire customer portfolio
• Continue to drive the team towards a proactive, lifecycle-driven engagement model - focused on driving customer outcomes; establishing clear operating cadences, resourcing/org design, health scoring, and playbooks that scale with the business
• Recruit, coach, and develop a team of CSMs and managers with a high bar for accountability, intellectual curiosity, and customer obsession - across all customer segments / products
• Build AI-augmented workflows across the CS motion - from health scoring and predictive analytics to customer communication and just-in-time enablement
• Champion AI fluency across the team and set the expectation that every CSM actively uses AI tools in their day-to-day work
• Partner across onboarding, support, product, and sales to deliver a seamless, consistent post-sale experience
• Serve as the voice of the customer to Product, Engineering, and Marketing - translating feedback into actionable insights that shape the roadmap and GTM strategy

Requirements

Experience & Leadership:

• 8–12+ years in Customer Success, Account Management, or similar customer-facing roles in SaaS or technology; SMB and Enterprise experience ideal
• 3–5+ years leading high-performing CSM teams, including managers and/or senior ICs, with clear operating cadences, performance frameworks, and a culture of continuous improvement
• Proven track record of improving retention and driving expansion in a recurring revenue business
• Comfort operating in a high-growth, fast-moving environment where you'll be building the playbook as you go - not inheriting a fully mature operation

Customer & Commercial Acumen

• Deep understanding of value realization, ROI articulation, and lifecycle management
• Strong instinct for identifying churn risk and building repeatable save motions
• Ability to engage and influence executive stakeholders at customer accounts

Operational & Analytical Strength

• Highly data-driven; experienced building and managing to KPI frameworks and metric trees
• Deep expertise in core CS metrics: product adoption, time-to-value, revenue retention, etc.
• Ability to translate data into clear actions and priorities

Ai Fluency

• Strong AI fluency - you actively use AI tools in your work, have a clear point of view on AI's role in customer success, and can drive adoption of AI-augmented workflows across a team

People Leadership

• Exceptional talent builder with a history of hiring, coaching, and retaining top performers
• Proven ability to transform teams from reactive to proactive through strong change management

Technical Fluency

• Familiarity with SaaS platforms, restaurant tech, online ordering, or POS solutions is a plus

Pay and Benefits

The estimated base salary range for this role is $190-210K, plus a generous pre-IPO equity package. Other benefits include comprehensive health coverage, remote-first workplace, unlimited PTO - plus extra fun perks!