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, turning workflows into scalable systems and insight into action

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

Ensure clean, reliable data across systems

Move reporting beyond dashboards into actionable insights that drive retention and performance

Lead the evolution of AI across Customer Success (agent assist, automation, self-service)

Ensure AI is embedded into real workflows and driving measurable impact

Shift operations from reactive to proactive

Lead CS systems, data, and AI initiatives

Partner cross-functionally with Product and Engineering

Define priorities and drive execution against the highest-impact opportunities





What Success Looks Like

Systems are connected, scalable, and trusted by teams

Data drives clear, confident decisions

AI is embedded into daily workflows

Customer Success operates proactively, not reactively

Benefits

Company Equity

Generous Time Off Program

Health Perks

Flexible Health and Wellness Plan

Employee Assistance Program

New Parent Support Program

Professional Development

Monthly Lunches

Volunteer Program

Indoor Bike Racks- Proven ability to design systems aligned to real operational workflows

Deep experience owning end-to-end CS technology ecosystems

Ability to prioritize for impact and cut through complexity

Strong business acumen — understands how CS drives retention and revenue

AI/automation in business operations (practical application > theory)

10+ years in Customer Success Operations, RevOps, or Systems leadership

Strong Salesforce expertise (Service Cloud required; technical depth strongly preferred)

Experience working with data, analytics, and reporting ecosystems

Comfortable in a hybrid work schedule

📌 Senior Director of Customer Success Operations & AI (Toronto)
🏢 Socket.dev
📍 Toronto