Director of Customer Success

Salary: $125,000 - 250,000

US Based- must be comfortable with traveling

Our client is a global FoodTech company focused on transforming the restaurant industry with innovative solutions that enhance food quality and operational efficiency.

They are now seeking a Director of Customer Success to lead and scale their Customer Success organization as the business continues to grow.

In this strategic leadership role, you will oversee Customer Success Managers across North America, ensuring successful customer onboarding, pilot execution, adoption, and long-term retention.

You will own the customer lifecycle, drive measurable outcomes, and act as the voice of the customer internally.

If you are passionate about building high-performing teams, driving customer value at scale, and partnering cross-functionally to deliver exceptional customer outcomes, we want to hear from you.

Responsibilities:

• Lead, mentor, and develop a team of Customer Success Managers, setting clear goals, performance metrics, and career development plans to drive engagement and results.
• Own the overall customer success strategy, ensuring consistent execution of pilot trials, onboarding, adoption, and expansion across a growing customer base.
• Establish and track key customer success KPIs (e.g., adoption, retention, expansion, ROI), delivering regular insights and recommendations to executive leadership.
• Partner closely with Sales, Product, Operations, and Engineering to align customer feedback with product roadmap, implementation improvements, and go-to-market strategy.
• Oversee complex, multi-site customer deployments and pilot programs, ensuring consistent standards, best practices, and successful outcomes across regions.
• Serve as an executive-level relationship manager for key strategic accounts, acting as a trusted advisor to senior customer stakeholders.
• Build scalable processes, playbooks, and training programs to support team growth, operational efficiency, and customer satisfaction.
• Represent the company at industry events, customer meetings, and conferences, acting as a senior product evangelist and customer advocate.

Qualifications:

• Bachelor’s degree in Business, Hospitality, Operations, Environmental Science, or a related field; MBA or advanced degree a plus.
• 8+ years of experience in Customer Success, Account Management, or Operations, with at least 3+ years in a people leadership role.
• Proven experience building and leading customer-facing teams, ideally within FoodTech, SaaS, hospitality, restaurants, or commercial kitchen environments.
• Strong track record of driving customer adoption, retention, and measurable business outcomes at scale.
• Experience managing complex implementations, pilot programs, and cross-functional initiatives across multiple customers or regions.
• Proficiency with CRM and customer success platforms (e.g., Salesforce, Gainsight, HubSpot) and strong data-driven decision-making skills.
• Exceptional communication, executive presence, and relationship-building abilities, with experience engaging senior-level stakeholders.
• Highly organized, strategic, and adaptable, with the ability to thrive in a fast-paced, high-growth environment.
• Willingness to travel across North America as needed to support teams and key customer engagements