Senior Director, Customer Success Operations & AI
About this role
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.
Location: Toronto (Hybrid — 2 days/week in office)
Your Impact
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
What You Bring
- 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.
What Success Looks Like
- Systems are connected, scalable, and trusted by teams
- Data drives clear, confident decisions
- AI is embedded into daily workflows
- Customer Success operates proactively, not reactively
As part of Ontario’s Pay Transparency requirements, TouchBistro is committed to open and equitable compensation practices. Our salary bands are designed to reflect the range of skills and experience needed for the position and to allow room for growth. The final offer amount for this role will depend on geographical region, applicable experience, and the skillset of the candidate.
Salary is based on relevant skills, experience, and internal equity. This posting reflects an existing vacancy. Artificial intelligence (AI) tools may be used to support parts of the recruitment and selection process; however, all hiring decisions are made by our hiring managers and recruitment team.
What We Offer
At TouchBistro, we are a diverse group of restaurant-obsessed, tech-loving people brought together by a mission to support the passion and success of restaurateurs. You can feel confident joining a fun, vibrant, and rapidly growing environment. You will be working alongside driven individuals who are passionate, innovative, accountable, collaborative, and respectful.
The Perks:
- Generous Time Off Program
- Health, Dental, and Vision Benefits
- Flexible Health and Wellness Plan
- Parental Leave & top up
- Employee Assistance Program
- Professional Development
- Volunteer Program
- Monthly Lunches
About Us
TouchBistro is an all-in-one Point-of-Sale and restaurant management system that makes running a restaurant easier. We have powered more than 29,000 restaurants around the world, and we know that while passion is plenty in the restaurant industry, time and money usually aren’t. Providing the most essential front of house, back of house and customer engagement solutions on one easy-to-use platform, TouchBistro helps restaurateurs streamline and simplify their operations, increase sales, drive revenue, and deliver a stellar guest experience.
TouchBistro believes in fostering an inclusive workplace where all individuals have an opportunity to succeed. Requests for accommodation due to a disability can be made at any stage of the recruitment process.
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