Senior Director, CS Platform & AI

TouchBistro is looking for a strategic, hands-on leader to own how Customer Success operates at scale.

This is not a traditional CS Ops role. You’ll own the systems, data, and AI that power how we onboard, support, retain, and grow our customers — and evolve it into a more intelligent, automated operating model. You’ll sit at the intersection of Customer Success, Product, Engineering, and Data — turning workflows into scalable systems and insight into action.

• Design and evolve workflows across onboarding, billing ops, support, and retention
• Own and unify our CS tech stack (Salesforce, support tools, WFM, analytics)
• Improve how frontline teams operate — faster, simpler, more effective

• Own the Customer Success data ecosystem and reporting strategy
• Ensure clean, reliable data across systems
• Move reporting beyond dashboards into actionable insights that drive retention and performance

• Lead the evolution of AI across Customer Success (agent assist, automation, self-service)
• Ensure AI is embedded into real workflows and driving measurable impact
• Shift operations from reactive to proactive

• Lead CS systems, data, and AI initiatives 
• Partner cross-functionally with Product and Engineering
• Define priorities and drive execution against the highest-impact opportunities

• 10+ years in Customer Success Operations, RevOps, or Systems leadership
• Deep experience owning end-to-end CS technology ecosystems
• Strong Salesforce expertise (Service Cloud required; technical depth strongly preferred)
• Proven ability to design systems aligned to real operational workflows
• Experience working with data, analytics, and reporting ecosystems
• AI/automation in business operations (practical application > theory)
• Strong business acumen — understands how CS drives retention and revenue
• Ability to prioritize for impact and cut through complexity
• Comfortable in a hybrid work schedule.

• Systems are connected, scalable, and trusted by teams
• Data drives clear, confident decisions
• AI is embedded into daily workflows
• Customer Success operates proactively, not reactively

TouchBistro is an all-in-one Point-of-Sale and restaurant management system that makes running a restaurant easier. We have powered more than 29,000 restaurants around the world, and we know that while passion is plenty in the restaurant industry, time and money usually aren’t. Providing the most essential front of house, back of house and customer engagement solutions on one easy-to-use platform, TouchBistro helps restaurateurs streamline and simplify their operations, increase sales, drive revenue, and deliver a stellar guest experience.

_{TouchBistro believes in fostering an inclusive workplace where all individuals have an opportunity to succeed. Requests for accommodation due to a disability can be made at any stage of the recruitment process.}