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 Benefits 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 Robust Salesforce expertise (Service Cloud required; technical depth strongly preferred) Experience working with data, analytics, and reporting ecosystems Comfortable in a hybrid work schedule

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