Director, Customer Success

Meal Ticket•Boise, ID

21h•Remote

About The Position

As a senior leader in Meal Ticket’s Customer Success organization, you will own and elevate our Operator segment across North America. You will build and execute strategies that maximize customer value, retention, and expansion across a high-volume, diverse customer base — from single-location independent restaurants to large multi-unit enterprise operators. In addition to leading a high-touch regional team, you will oversee our tech-touch program, ensuring scalable, data-driven engagement for our broader customer base. You will ensure that restaurant operators achieve measurable outcomes, become platform advocates, and support Meal Ticket’s growth ambitions.

Requirements

8–12 years in Customer Success leadership, preferably in SaaS or technology-enabled services, with proven experience managing high-performing teams.
Deep understanding of the restaurant industry, foodservice operations, or restaurant technology; direct experience working with restaurant operators or multi-unit concepts is a strong advantage.
Demonstrated track record of driving customer retention, growth, and value realization within a high-volume, mixed-segment customer portfolio.
Experience designing and executing tiered service models, including tech-touch automation programs for high-volume, lower-ARR segments alongside high-touch enterprise engagement.
Strong data-driven mindset: proficiency in analytics, customer health scoring, segmentation, and translating leading and lagging indicators into actionable strategies.
Proven success building operational processes, metrics dashboards, and scalable systems to manage and grow a Customer Success organization.
Excellent leadership, coaching, and talent development skills — ability to inspire and align teams to deliver exceptional customer outcomes.
Exceptional communicator with the ability to build trusted relationships at executive levels with both customers and internal stakeholders.
Fluency in SaaS metrics and frameworks: NRR, GRR, Churn, CLV, Customer Health Scoring, product adoption lifecycles, and renewal management.
Experience with Customer Success platforms such as PlanHat, Gainsight, or Totango, and CRM systems including Salesforce.
Based in North America with availability to support customer and team needs across North American time zones.

Responsibilities

Define and execute the North America Customer Success strategy for the Operator segment, aligned with Meal Ticket’s overall growth and go-to-market objectives.
Own segment health, renewal, and expansion metrics — including Net Retention Rate, Gross Renewal Rate, Customer Lifetime Value, and Customer Health Score.
Design and implement a tiered service model that balances a scalable tech-touch program for single-location operators with a higher-touch, relationship-driven approach for multi-unit and enterprise accounts.
Develop and maintain playbooks for onboarding, product adoption, risk mitigation, and expansion tailored specifically to the restaurant operator market.
Serve as senior sponsor for key strategic accounts, building executive-level relationships and driving measurable value realization.
Lead, mentor, and scale a North America Customer Success team, fostering a high-performance, customer-centric culture.
Own the tech-touch program strategy and execution — designing scalable, automated engagement models that drive adoption, retention, and expansion for high-volume customer segments.
Define team structure, roles, competencies, and career development plans to support growth and the evolving segmentation strategy.
Build and maintain operational rigor through consistent systems, metrics dashboards, lifecycle workflows, and scalable processes.
Partner closely with Sales, Product, Support, and Implementations to ensure a seamless customer journey and consistent value delivery across all touchpoints.
Champion cross-functional alignment on customer health and retention outcomes, ensuring accountability across the organization.
Act as the voice of the restaurant operator customer — translating their needs and pain points into actionable product, service, and market insights.
Leverage data analytics and leading health indicators to proactively identify churn risk and expansion opportunities across a high-volume customer base.
Drive customer health scoring and segmentation strategies to allocate team resources effectively and maximize retention outcomes.
Share insights with executive leadership and deploy corrective or accelerative tactics in partnership with cross-functional peers.
Build a robust customer advocacy and reference program to support Meal Ticket’s go-to-market growth objectives.
Lead continuous improvement of the Operator Customer Success function — champion innovation, automation, and the scaling of best practices across the team.
Drive adoption and expansion of self-service and tech-touch capabilities, including AI-driven engagement tools and digital programs for high-volume customer segments.
Ensure the Operator segment is positioned for growth in new markets, business models, and product integrations.
Embed Meal Ticket’s Core Values into team behaviors and every customer interaction.