Director of Customer Experience

Director of Customer Experience CompanySauce LocationNew York City Metropolitan TypeHybrid, Onsite About Us Sauce is a restaurant technology platform helping local businesses grow through commission-free delivery and pickup, powered by our proprietary delivery optimization technology. We serve a $105B+ U.S. local restaurant market and help restaurants own their digital and delivery operations end-to-end.We’re a team that acts fast, stays close to the details, communicates with optimism, and supports one another relentlessly. We care deeply about delivering value for customers, improving a little bit every day, and using data and insight—not guesswork—to guide decisions. When challenges come up (and they do), we solve them together. The Opportunity We're looking for a seasoned Director of Customer Experience — an experienced operator who owns the full client experience end-to-end, from product quality through support and retention, and who works hand-in-hand with Product and Sales to shape what we build and how we sell it.This is a leadership role reporting directly to the CEO, based in our NYC office (3x+/week in-person). You'll unify Customer Success and Support into a single CX function, build and manage regional teams and their managers, and act as the voice of the client inside product development. This is a strategic and tactical role in equal measure — you set the vision, and you're also in the weeds building the tools that make it real. You’ll oversee the entire customer experience journey from onboarding to success and support departmentsSuccess means a client experience so strong that retention, health scores, and product quality all move together — and Sauce becomes the obvious platform restaurants can't imagine running without. What You’ll Own Own team-level retention, health scores, and overall client experience across CS and support teams. Lead and develop the unified CX function as the primary people manager — including directly managing regional managers. Build the customer health scoring system and the full view of client data that feeds it. Ensure every customer's experience — product, support, and success — feels seamless and consistent. Define the voice of Sauce for the customers and their customers Management Build + Do (Strategic + Tactical) Personally engage on high-stakes accounts, escalations, and after-hours crisis moments when senior presence is needed. Build regional playbooks and manage the regional structure as we expand into new markets. Model urgency, ownership, and outcome-driven problem-solving in a high-pressure environment. Product Partnership Work directly alongside Product (partnering closely with our Product Lead) to qualify features before they reach clients. Bring the full picture of client data and feedback into product planning and release cycles. Deeply understand our product in the food delivery domain — you're not just relaying feedback, you're evaluating product decisions yourself. AI & Automation (Hands-On) Machine Learning & Artificial Intelligence Build your own dashboards, systems, and automations — a true "ops co-pilot" for the function — without relying on R&D resources. Prototype, deploy, and iterate yourself. Cross-Functional Collaboration Partner closely with Sales (with our Sales Lead) to align client expectations from the first sales conversation through the full customer lifecycle. Partner with Product on qualification, feedback loops, and release readiness. Keep communication open across functions so teams move in sync, even under pressure. What Success Looks Like First 90 Days Develop a full picture of the current CX landscape — CS, Support, health scores, and client data. Build strong working relationships with Product and Sales leadership. Ship at least one self-built dashboard or automation that gives the org better visibility into client health. First Year Build out a strong regional management structure with clear ownership and accountability. Establish a health-score-driven retention engine that ties client data directly to product and sales decisions. Become the trusted internal voice of the client — shaping what gets built and how it's sold. Prove the CX function as a strategic driver of growth, not just a service function. What You Bring Must-Have 6–10 years in Customer Success, Customer Experience, or Support leadership, with 4–6 years leading teams including regional or other managers. Experience with SMB customers in a high-pressure, fast-moving operational environment — restaurant, food delivery, or food tech strongly preferred; other high-pressure industries acceptable. SaaS-only backgrounds without operational intensity are not a fit for this role. Proven experience building customer health scoring systems and working with full client data sets. Direct experience partnering with Product — qualifying features, shaping releases, understanding a product deeply enough to evaluate it. Strategic and tactical in equal measure — sets vision and executes hands-on. Data-driven — every initiative measured and guided by numbers. Self-sufficient builder — builds your own dashboards, automations, and regional playbooks without relying on engineering resources. Genuine comfort with after-hours, high-stakes operational demands. Hands-on AI builder — personally built and shipped automations, not just sponsored them. Strong SQL skills — you write and run your own queries. Track record of scaling a customer function's output without scaling headcount linearly - you solve for leverage, not just more people Ideal Experience managing regional managers or a multi-region structure. Background at a startup with genuine operational intensity — think Toast, or similar fast-paced restaurant/food-tech operators. Deep familiarity with the food delivery product landscape. Why Sauce You will shape not just how we support clients, but what we build for them and how we sell to them — a rare cross-functional mandate with direct CEO access. If you want to own the entire client experience, build your own tools, and thrive in a high-urgency environment where process and speed both matter, this role will feel energizing. What We Offer Strong & Competitive Compensation Package, Including Equity Company-Sponsored Insurance Package (Health, Dental, Vision, Mental Health) Paid Parental Leave Flexible Work Environment Responsible Paid Time Off Policy Life at Sauce "Salesforce is better with Sauce" At Sauce, we believe Salesforce has the potential to transform every business, and every business should be empowered to realise that potential. We like to challenge and focus on business problems while collaborating and thinking differently. We help our customers get ahead of the game and set themselves for future successes. We believe our key differentiators are our two mindsets "first, do no harm" and "do what is right"While our competitors often think in terms of projects, we prefer to think in terms of transformations.We believe businesses realise the maximum value from Salesforce by having a coherent, well-planned strategy, roadmap and desired target state; enabling quicker and deliberate realisation of incremental value.We are pure-play Salesforce experts with 100% Salesforce certified professionals. We have been working on the platform for the last 10 years and have deep experience in various domains such as state government, finance, not-for-profit, real estate, insurance, education and professional services.If you are a progressive client looking to create growth through delivering better service experiences for your customers and staff; if you are an advocate for innovation, have embraced Salesforce but want to be confident that your business is getting the most from your investment, you need to add \Sauce\ as an important ingredient to the mix.After the implementation of your transformation project, you have the ability to continue to engage Sauce in a \Flexpert Services\ capacity. As part of our services offering, we offer ongoing maintenance and enhancements of the platform on a need basis. Thrive Here & What We Value Strong & Competitive Compensation Package CompanySponsored Insurance Package (Health, Dental, Vision, Mental Health) Paid Parental Leave Flexible Work Environment Responsible Paid Time Off Policy Monthly Team Dinners & Activities! #J-18808-Ljbffr