Senior Director - Digital and At-Scale Success Programs

July 23

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Restaurant365

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B2B • SaaS • eCommerce

Restaurant365 is a comprehensive restaurant management software platform that unifies accounting, inventory, workforce management, and payroll services into a single solution. Trusted by over 40,000 restaurants, it enhances operational efficiency, helps control food and labor costs, and improves guest experiences through features like employee training, scheduling, and data-driven sales forecasting. Restaurant365 aims to streamline administrative tasks and empower restaurant operators to make strategic decisions quickly and accurately.

501 - 1000 employees

🤝 B2B

☁️ SaaS

🛍️ eCommerce

📋 Description

• Restaurant365 is a SaaS company disrupting the restaurant industry! • Our cloud-based platform provides a unique, centralized solution for accounting and back-office operations for restaurants. • Restaurant365’s culture is focused on empowering team members to produce top-notch results while elevating their skills. • We’re constantly evolving and improving to make sure we are and always will be “Best in Class” ... and we want that for you too! • We are seeking a strategic, data-driven, and customer-centric Senior Director of Digital and At-Scale Success Programs to lead the development and execution of scalable success initiatives that benefit and support our customers. • Reporting to the Chief Customer Officer this role combines digital strategy, customer lifecycle expertise, financial acumen and operational execution to deliver impactful, at scale and tech enabled customer experiences. • This role will lead the team responsible for building automated journeys, self-service enablement, and one-to-many programs that accelerate time to value, drive product adoption, and improve growth and retention. • This team will also partner very closely with our product teams to drive in-product onboarding and adoption. • This leader will oversee and often orchestrate work cross-functionally to align efforts across Customer Success, Marketing, Product, and Operations.

🎯 Requirements

• 10+ years of experience in Customer Success, Customer Experience or Digital Programs in a B2B and/or B2C SaaS environment. • 5+ years of leadership experience. • Proven success in building and scaling at-scale and digital customer success programs across diverse customer segments. • Strong understanding of SaaS metrics (NRR, GRR, churn, TTFV). • Experience with tools like Gainsight, Salesforce, Pendo, and webinar platforms. • Experience in a multi-SaaS product environment • Strategic thinker with hands-on execution capabilities. • Excellent collaboration and program management skills. • Prior ownership of SMB or long-tail customer success programs. • Experience scaling CS in high-growth or product-led SaaS companies. • Background in Customer Marketing, Onboarding, and/or Digital CS Operations. • Previous ERP, Business Software and/or Restaurant experience is a plus

🏖️ Benefits

• Comprehensive medical benefits, 100% paid for employee • 401k + matching • Equity Option Grant • Unlimited PTO + Company holidays • Wellness initiatives