Director, Customer Success (West)

Botrista•San Francisco, CA

5d•Hybrid

About The Position

Botrista is seeking a visionary and growth-oriented Director, Customer Success (West) to spearhead our regional account strategy and cross-functional execution on the West Coast. In this leadership role, you will design and execute the overarching strategic roadmap for regional accounts, driving long-term customer retention, expansion, and operational excellence. You will lead, scale, and inspire a high-performing regional team of Account Managers, while serving as a key strategic partner to the executive team. By bridging the gap between high-level business strategy and field execution, you will champion the voice of the operator, orchestrate complex cross-functional initiatives, and establish Botrista as an indispensable partner to major restaurant and foodservice brands across the region.

Requirements

Exceptional ability to distill complex operational data into compelling, high-level business reviews and strategic presentations for internal executives and client stakeholders.
Adept at looking beyond individual account crises to design scalable, repeatable frameworks that improve the customer experience across the entire region.
Proven ability to collaborate with and influence cross-functional peers (Product, Sales, Logistics) to align priorities and eliminate operational barriers for clients.
Highly analytical mindset with the ability to leverage data (e.g., usage metrics, financial health, performance KPIs) to drive proactive account expansion and retention strategies.
Four-year college degree required
8+ years of experience in customer success, account management, or commercial leadership within the food-service, hospitality, or restaurant technology (FoodTech/SaaS) industries.
3+ years of experience successfully leading and developing managers or high-performing account teams in a remote, multi-market environment.
Proven track record of driving strategy and project execution within fast-changing, high-growth, or venture-backed environments.
Deep familiarity with enterprise business systems and collaboration ecosystems (e.g., Salesforce, PowerBI, ClickUp, Slack).

Responsibilities

Define and execute the West Coast regional customer success strategy, aligning team objectives with Botrista’s macro-level growth, location retention, and expansion goals.
Act as the primary regional liaison between Sales, Product, Operations, and Supply Chain to ensure seamless menu deployments, strategic product rollouts, and unified corporate initiatives.
Build and maintain deep strategic relationships with key account stakeholders, positioning Botrista as a critical driver of their business profitability.
Lead, develop, and scale an elite team of 5-10 regional success professionals. Foster a culture of accountability, continuous learning, and strategic thinking to build a robust leadership pipeline.
Oversee regional business reviews and program health metrics. Drive regional standards for program success.
Serve as the ultimate authority for high-impact regional challenges, designing systemic, scalable solutions that prevent future friction and optimize standard operating procedures.