Director of Customer Success Management

Join Owner, a fast-growing startup in the restaurant tech industry. As the Director of Customer Success Management, you will define the trajectory of the Customer Success Management function, drive retention and expansion, and build a high-performing team. You will collaborate closely with the SVP of Customer Success and other cross-functional teams to continuously improve the customer experience. This is a remote position with flexible working hours and comprehensive benefits.

• Definir la trayectoria de la función de Gestión del Éxito del Cliente, construyendo una organización proactiva y orientada al ciclo de vida que impulse la retención y la expansión.
• Impulsar mejoras medibles en la retención de clientes mediante la operacionalización de la realización de valor, la adopción y la gestión proactiva de cuentas.
• Reclutar, entrenar y desarrollar un equipo de CSMs y gerentes con un alto nivel de responsabilidad, curiosidad intelectual y obsesión por el cliente.
• 3–5+ years leading high-performing CSM teams, including managers and/or senior ICs, with clear operating cadences, performance frameworks, and a culture of continuous improvement
• Comfort operating in a high-growth, fast-moving environment where you'll be building the playbook as you go - not inheriting a fully mature operation
• Proven track record of improving retention and driving expansion in a recurring revenue business
• 8–12+ years in Customer Success, Account Management, or similar customer-facing roles in SaaS or technology; SMB and Enterprise experience ideal
• Strong instinct for identifying churn risk and building repeatable save motions
• Experience owning or influencing renewals and expansion targets
• Ability to engage and influence executive stakeholders at customer accounts
• Deep understanding of value realization, ROI articulation, and lifecycle management
• Highly data-driven; experienced building and managing to KPI frameworks and metric trees
• Ability to translate data into clear actions and priorities
• Deep expertise in core CS metrics: product adoption, time-to-value, revenue retention, etc
• Strong AI fluency - you actively use AI tools in your work, have a clear point of view on AI's role in customer success, and can drive adoption of AI-augmented workflows across a team
• Ability to develop a clear framework for where AI should handle, assist, or defer to human CSMs across the customer lifecycle
• Experience developing managers and building high-performance, accountable cultures
• Exceptional talent builder with a history of hiring, coaching, and retaining top performers
• Proven ability to transform teams from reactive to proactive through strong change management
• Familiarity with SaaS platforms, restaurant tech, online ordering, or POS solutions is a plus