Senior Director, Customer Success Operations & AI

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. 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 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. 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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