Vice President of Customer Success

Vice President of Customer Success

About the Company

Leading restaurant management technology platform for the hospitality industry

Industry
Computer Software

Type
Privately Held

Founded
1995

Employees
501-1000

Specialties

• food and labor cost control
• menu engineering
• restaurant back office systems
• supply chain management
• labor management
• inventory management
• saas
• restaurant technology
• operations
• software
• platform
• software platform
• food and beverage
• labor scheduling
• point of sale
• development
• training
• lms
• and operations execution
• operations execution
• kitchen display system
• host management

About the Role

The Company is in search of a strategic Vice President of Customer Success to lead the evolution of its customer success organization. The successful candidate will be tasked with driving customer retention, maximizing customer value, and identifying growth opportunities. This executive leader will be responsible for building and scaling the customer success function, designing and executing a scalable strategy, and establishing processes that ensure the team's efficiency and effectiveness. A key focus will be on leveraging technology, automation, and AI to enhance customer engagement and team productivity. The role also involves owning gross and net revenue retention performance, partnering with sales and account management teams, and developing executive engagement strategies to strengthen customer relationships. Applicants for the VP of Customer Success role at the company should have a minimum of 10 years' experience in customer success, account management, or post-sales leadership within B2B SaaS organizations, with at least 5 years in a leadership capacity. The ideal candidate will have a proven track record of building and scaling customer success organizations, improving retention, expansion, and customer satisfaction metrics, and a strong operational background in implementing customer success methodologies and technology platforms. Exceptional leadership, coaching, and talent development skills are essential, as is the ability to partner closely with sales on renewals, expansion, and revenue growth initiatives. Experience in the restaurant technology industry and with OKRs is a plus. The role requires a leader who can create a data-driven culture, establish clear KPIs, and drive a culture of accountability, customer advocacy, and continuous improvement.

Hiring Manager Title
Chief Customer Officer

Functions

• Account Management/Optimization