Vice President, Customer Success

Vice President, Customer Success

About the Company
Innovative digital ordering & delivery platform for multi-location restaurants
Industry
Information Technology and Services
Type
Public Company
Founded
2005
Employees
501-1000
Categories

Internet
Telecommunications
Restaurants
Technology
Information Technology & Services
Telemarketing
Call Center
Business Management and Planning

Specialties
Mobile Ordering
Digital Commerce
Online Ordering
SaaS Restaurant Platform
and Delivery Management

Business Classifications
B2B
SAAS

About the Role
The Company is seeking a VP of Customer Success to lead and develop a post-sales Customer Success and Support team, with a focus on driving success for the most admired restaurant brands in the country. The role involves creating new standards for customer success, rethinking Tier 1 and Tier 2 support, and scaling these teams efficiently. The successful candidate will be responsible for technical post-sales strategic consulting, proactive churn avoidance, and implementing scalable customer health scores. They will also work cross-functionally with Sales, Marketing, Product, and Engineering to ensure an amazing customer experience at every touchpoint, influence future Customer Lifetime Value, and grow customer advocacy.Applicants should have over 10 years of experience leading, growing, and scaling top-performing teams in Customer Success for B2B, preferably in a SaaS or similar environment. The role requires the ability to manage escalations at all levels, from operators to C-level executives, and to influence through persuasion, negotiation, and consensus building. Strong empathy for customers, a passion for revenue and growth, continuous learning, and excellent communication and presentation skills are essential. The candidate must be legally able to work in the U.S. and will be expected to inspire Customer Success across the company, fostering collaboration to identify and resolve customer pain points.
Hiring Manager Title
EVP of Customer Experience
Travel Percent
Less than 10%
Functions
Operations

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