Senior Director of Customer Experience

Sauce

Senior Director of Customer Success leading client experience at restaurant technology platform Sauce. Overseeing post-sale function and driving customer outcomes in a high-demand environment.

Posted 7/6/2026full-timeNew York City • New York • 🇺🇸 United StatesSeniorWebsite

Tech Stack

Tools & technologies

SQL

About the role

Key responsibilities & impact

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
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.
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.
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.
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.

Requirements

What you’ll need

8–12 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

Benefits

Comp & perks

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

ATS Keywords

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Hard Skills & Tools

Customer Health ScoringSQLDashboard BuildingAutomation DevelopmentProduct Qualification

Soft Skills

OwnershipProblem-SolvingCommunicationTeam LeadershipUrgency