Director, Customer Success

Yum! Center for Global Franchise Excellence

Director of Customer Success overseeing Pizza Hut's global engagement and strategic initiatives. Driving customer satisfaction, retention, and measurable business impact for Byte's product suite.

Posted 5/28/2026full-timePlano • Texas • 🇺🇸 United StatesLead💰 $164,500 - $193,600 per yearWebsite

About the role

Key responsibilities & impact

Own the global relationship with Pizza Hut as a strategic external customer, acting as the primary executive point of contact
Drive customer retention, renewal readiness, and long-term contract success
Partner with Sales to identify and execute expansion opportunities, including cross-sell and upsell across the Byte product suite
Support commercial negotiations, renewals, and contract discussions, ensuring alignment on value delivered and future roadmap
Ensure alignment between customer expectations, contractual commitments, and Byte delivery
Own how Byte delivers measurable business value to Pizza Hut, defining what ‘success’ means commercially and operationally
Shape pricing, packaging, and expansion strategy in partnership with Growth and Sales based on customer value realized
Define and execute a global Customer Success strategy for Pizza Hut, aligned to Byte’s commercial and product strategy
Establish scalable engagement models across regions, markets, and franchise structures
Define success frameworks across adoption, value realization, retention, and expansion
Define the global Customer Success playbook for Pizza Hut (engagement model, lifecycle stages, governance, and success metrics)
Standardize how Customer Success operates across markets while incorporating franchise and regional nuances - ensuring it is both scalable globally and effective across diverse market and franchise environments.
Own the design and evolution of the global Customer Success playbook for Pizza Hut, including lifecycle stages (onboarding - adoption - value realization - renewal - expansion)
Define standardized engagement models, governance (QBRs, health reviews) and success metrics across markets
Partner with Product and Data teams to embed feedback loops into roadmap prioritization and product development
Continuously refine the model based on market performance, customer insights, and commercial outcomes
Own frameworks that connect Byte adoption to measurable business outcomes (e.g., sales growth, operational efficiency, cost reduction, customer experience)
Partner with Data Science and Finance to quantify and communicate ROI at market and global levels
Lead Quarterly Business Reviews (QBRs) with Pizza Hut leadership, demonstrating value delivered and future opportunities
Ensure Byte is positioned as a critical enabler of Pizza Hut’s business performance, not just a technology provider
Establish customer health frameworks, including adoption metrics, satisfaction (NPS/CSAT), and risk indicators
Proactively identify and mitigate adoption, performance, and relationship risks
Leverage insights to drive expansion opportunities and deeper product adoption
Build a case study and proof-point engine demonstrating Byte’s impact across Pizza Hut markets
Partner with Deployment and PMO to ensure successful transition from deployment to steady-state operations
Work with Product teams to ensure customer feedback is translated into roadmap priorities
Collaborate with Sales and Marketing to support external positioning, storytelling, and growth strategy
Ensure clear accountability and handoffs across Sales → Deployment → Customer Success → Product
Navigate complex stakeholder environments across global leadership, regional teams, and franchise operators
Act as a trusted advisor to Pizza Hut leadership on technology, operations, and transformation
Align Byte’s capabilities with Pizza Hut’s strategic priorities and operating model
Ensure consistent engagement across corporate and franchisee ecosystems
Define and implement Customer Success operating rhythms (QBRs, health reviews, executive governance forums)
Track and report on key metrics including retention, expansion revenue, adoption, and customer satisfaction
Ensure delivery against SLAs, KPIs, and contractual commitments
Establish scalable processes and tools to support global customer success operations
Act as a key member of the Byte Growth team, contributing to broader strategy and organizational design
Foster a culture of accountability, customer-centricity, systems thinking, problem framing and commercial excellence
Influence senior stakeholders across Product teams, Finance and Brand leadership
Act as a change agent during uncertainty and with ambiguity to drive agile solutions to evolve the team in embedding technology and new ways of working
Lead and develop a regional Customer Success team across multiple geographies, balancing central governance with local accountability.
Foster a customer-obsessed, data-informed culture anchored in Yum!’s Smart, Heart & Courage leadership behaviors.
Role-model collaboration, empathy and executional excellence — building strong alignment across markets, brands, and functions.

Requirements

What you’ll need

8–10 years of experience in Customer Success, Account Management or Customer Experience within SaaS, platform or QSR/hospitality industries.
Proven success leading customer success or adoption programs across multi-market, franchise or enterprise environments.
Strong understanding of digital product deployment, operations technology and franchisee engagement dynamics.
Skilled in stakeholder management across executive, technical and operational audiences.
Data-driven decision-maker with the ability to connect customer outcomes to business impact.
Excellent communicator and storyteller who can translate complex technology into business value.
Strategic ability to connect product strategy to commercial outcomes and market opportunities
Commercial understanding of pricing, packaging, sales cycles, and revenue models
Ability to operationalize strategy into repeatable processes and measurable outcomes
Storytelling & influence: Exceptional ability to communicate value to executives, customers, and cross-functional teams
Data-driven decision making: Strong analytical mindset with ability to leverage data to optimize performance
Cross-functional leadership: Proven ability to align Product, Customer Success, PMO, and Engineering around shared goals
Ability to build from zero to one—creating structure, clarity, and momentum in an evolving organization
Strong executive presence with experience influencing senior stakeholders and driving alignment
Comfortable operating in ambiguity and transformation, with a bias for action and outcomes
Passion for building scalable, global organizations that deliver measurable business impact

Benefits

Comp & perks

Employees (and their eligible family members) may enroll in the following types of insurance coverage: medical, dental, vision, legal, and accidental death and dismemberment, as well as FSA/HSA (depending on enrolled medical plan).
Yum! also provides short-term disability, long-term disability, and life insurance.
Employees may enroll in our 401(k) plan.
Yum! provides 4 weeks of vacation, paid sick leave, 10 paid holidays, a floating day off, half day Fridays year-round and 2 paid days for volunteer time each calendar year.

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Hard Skills & Tools

Customer SuccessAccount ManagementCustomer ExperienceDigital Product DeploymentOperations TechnologyData AnalysisStakeholder ManagementStrategic PlanningPricing StrategyRevenue Models

Soft Skills

Excellent CommunicationStorytellingInfluenceCross-functional LeadershipExecutive PresenceProblem SolvingCustomer-centricityCollaborationAdaptabilityData-driven Decision Making