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

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

Director, Customer Success

Key skills