Meal Ticket

Director, Customer Success

Meal Ticket

full-time

Posted on:

Location Type: Remote

Location: Idaho • United States

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Job Level

Lead

About the role

  • Own and elevate the Operator segment across North America
  • Build and execute strategies maximizing customer value, retention, and expansion
  • Lead a high-touch regional team
  • Oversee tech-touch program for scalable engagement
  • Define and execute North America Customer Success strategy for the Operator segment
  • Own segment health, renewal, and expansion metrics
  • Design and implement tiered service models
  • Develop and maintain onboarding, product adoption, risk mitigation playbooks
  • Lead and mentor a North America Customer Success team
  • Define team structure, roles, and career development plans
  • Partner closely with Sales, Product, Support, and Implementations teams
  • Build a robust customer advocacy and reference program

Requirements

  • 8–12 years in Customer Success leadership, preferably in SaaS or technology-enabled services
  • Deep understanding of the restaurant industry, foodservice operations, or restaurant technology
  • Proven experience managing high-performing teams
  • Strong data-driven mindset
  • Proficiency in analytics, customer health scoring, segmentation
  • Proven success building operational processes, metrics dashboards, and scalable systems
  • Fluency in SaaS metrics and frameworks
  • Experience with Customer Success platforms such as PlanHat, Gainsight, or Totango, and CRM systems including Salesforce.
  • Excellent leadership, coaching, and talent development skills
  • Exceptional communicator with the ability to build trusted relationships
Benefits
  • Competitive salary
  • Health insurance
  • Paid time off
  • Flexible work arrangements
Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools
customer success leadershipdata-driven mindsetanalyticscustomer health scoringsegmentationoperational processesmetrics dashboardsscalable systemsSaaS metricsrestaurant technology
Soft Skills
leadershipcoachingtalent developmentcommunicationrelationship building