Note: The job is a remote job and is open to candidates in USA. Crunchtime Ops Execution is a company that helps multi-unit restaurants operate efficiently across various locations. They are seeking a Vice President of Customer Success to lead and enhance their Customer Success organization, focusing on customer retention, maximizing value, and identifying growth opportunities.
Responsibilities
- Design and execute a scalable Customer Success strategy aligned to company growth objectives
- Develop and implement customer lifecycle programs, engagement models, segmentation strategies, and success motions
- Establish repeatable processes, playbooks, and operating procedures that drive consistency and efficiency across the organization
- Create a data-driven culture with clear KPIs, accountability, and performance management
- Leverage technology, automation, and AI to improve customer engagement and team productivity
- Own gross retention and net revenue retention performance
- Build proactive customer health and risk identification programs that reduce churn and improve customer outcomes
- Partner closely with Sales and Account Management teams to identify, qualify, and accelerate upsell and cross-sell opportunities
- Develop executive engagement strategies that strengthen customer relationships and increase renewal confidence
- Create forecasting rigor around renewals, risk, and expansion opportunities
- Recruit, develop, and retain top Customer Success talent
- Raise the caliber of the organization through coaching, performance management, and leadership development
- Establish career paths, competency frameworks, and ongoing training programs
- Build a culture of accountability, customer advocacy, operational excellence, and continuous improvement, ideally through OKR and Strategic Initiatives
- Ensure the team is equipped to support both current customer needs and future company growth
- Serve as the voice of the customer across the organization
- Partner closely with Product, Professional Services, Support, Marketing, and Sales leadership to improve customer outcomes
- Develop mechanisms to communicate customer feedback, product gaps, and market opportunities
- Drive alignment around customer journey improvements and customer experience initiatives
Skills
- 10+ years of Customer Success, Account Management, or post-sales leadership experience in B2B SaaS organizations
- 5+ years leading Customer Success leaders and managers
- Proven experience building and scaling Customer Success organizations through periods of rapid growth
- Demonstrated success improving retention, expansion, and customer satisfaction metrics
- Strong operational background with experience implementing customer success methodologies, processes, and technology platforms
- Experience creating customer segmentation models, coverage strategies, and customer lifecycle programs
- Strong analytical and financial acumen with the ability to manage forecasts and performance metrics
- Exceptional leadership, coaching, and talent development skills
- Executive presence with the ability to build credibility internally and externally
- Experience partnering closely with Sales on renewals, expansion, and revenue growth initiatives
- Must be based within the Eastern Time Zone (EST/EDT)
- Must be available for a firm start date no later than September 1
- Experience within the Restaurant Technology industry a plus
- Experience with OKRs and running strategic initiatives across the team is a plus
Benefits
- Crunchtime complies with federal and state disability laws and makes reasonable accommodations for applicants and employees with disabilities. If reasonable accommodation is needed to participate in the job application or interview process, to perform essential job functions, and/or to receive other benefits and privileges of employment, please contact [email protected].
Company Overview