Senior Director, Customer Success Operations & AI
TouchBistro•Toronto, ON
•CA$180,000 - CA$200,000•Hybrid
About The Position
TouchBistro is looking for a strategic, hands-on leader to own how Customer Success operates at scale. This is not a traditional CS Ops role. You’ll own the systems, data, and AI that power how we onboard, support, retain, and grow our customers and evolve it into a more intelligent, automated operating model, turning workflows into scalable systems and insight into action.
Requirements
- 10+ years in Customer Success Operations, RevOps, or Systems leadership
- Deep experience owning end-to-end CS technology ecosystems
- Strong Salesforce expertise (Service Cloud required; technical depth strongly preferred)
- Proven ability to design systems aligned to real operational workflows
- Experience working with data, analytics, and reporting ecosystems
- AI/automation in business operations (practical application > theory)
- Strong business acumen — understands how CS drives retention and revenue
- Ability to prioritize for impact and cut through complexity
- Comfortable in a hybrid work schedule.
Responsibilities
- Build a scalable CS operating system
- Design and evolve workflows across onboarding, billing ops, support, and retention
- Own and unify our CS tech stack (Salesforce, support tools, WFM, analytics)
- Improve how frontline teams operate — faster, simpler, more effective
- Turn data into decisions
- Own the Customer Success data ecosystem and reporting strategy
- Ensure clean, reliable data across systems
- Move reporting beyond dashboards into actionable insights that drive retention and performance
- Embed AI into how we work
- Lead the evolution of AI across Customer Success (agent assist, automation, self-service)
- Ensure AI is embedded into real workflows and driving measurable impact
- Shift operations from reactive to proactive
- Lead systems, strategy, and execution
- Lead CS systems, data, and AI initiatives
- Partner cross-functionally with Product and Engineering
- Define priorities and drive execution against the highest-impact opportunities
Benefits
- Health, Dental, and Vision Benefits
- Flexible Health and Wellness Plan
- Parental Leave & top up
- Employee Assistance Program
- Professional Development
- Volunteer Program
- Monthly Lunches
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What This Job Offers
Job Type
Full-time
Career Level
Senior
Education Level
No Education Listed
