Senior Director of Customer Success Operations & AI
TouchBistro
Requirements
- 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
What the job involves
- 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, 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
What Success Looks Like
- 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
Vacancy posted more than 2 months ago
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