Director of Customer Service

Director of Customer Success & Onboarding | NYC or Miami (Hybrid)

We're partnering with a fast-growing restaurant technology company that helps restaurants take control of their digital operations through innovative technology, serving one of the largest markets in the U.S.

They're looking for a Director of Customer Success & Onboarding to lead and scale their post-sales organization while partnering directly with executive leadership

• Lead and develop Customer Success and Onboarding teams, including managing managers.
• Own key customer metrics such as retention (NRR/GRR), activation, adoption, and time-to-value.
• Build scalable onboarding programs, customer health scoring, dashboards, and AI-powered automations.
• Personally support strategic and high-priority customer accounts as a player-coach.
• Partner cross-functionally with Sales, Product, and Leadership to continuously improve the customer experience.
• Use data to identify opportunities, optimize processes, and drive customer growth.

• 6–10 years of Customer Success and/or Onboarding experience.
• 4–6 years leading Customer Success teams, including people managers.
• Experience working with SMB customers in fast-paced, operationally intensive environments (restaurant tech, food delivery, hospitality, logistics, or similar industries strongly preferred).
• Strong SQL skills with the ability to build your own dashboards and reporting.
• Experience creating customer health scoring frameworks and scalable operational processes.
• Hands-on experience using AI and automation to improve customer operations.
• A builder's mindset—you enjoy creating systems, solving complex problems, and leading by example.

You’ll have significant ownership, influence strategic decisions, and build the systems that will support the company’s next stage of growth.

If you’re excited by the challenge of scaling Customer Success in a high-growth technology company, we’d love to connect.