Senior Director, CS Platform & AI

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. You'll sit at the intersection of Customer Success, Product, Engineering, and Data — 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