TouchBistro
Senior Director, CS Platform & AI
Job Description
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.
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
Own the Customer Success data ecosystem and reporting strategy
Move reporting beyond dashboards into actionable insights that drive retention and performance
Embed AI into how we work
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.
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
Own the Customer Success data ecosystem and reporting strategy
Move reporting beyond dashboards into actionable insights that drive retention and performance
Embed AI into how we work