TouchBistro is looking for a strategic, hands-on leader to own how Customer Success operates at scaleThis 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 actionDesign and evolve workflows across onboarding, billing ops, support, and retentionOwn and unify our CS tech stack (Salesforce, support tools, WFM, analytics)Improve how frontline teams operate — faster, simpler, more effectiveOwn the Customer Success data ecosystem and reporting strategyEnsure clean, reliable data across systemsMove reporting beyond dashboards into actionable insights that drive retention and performanceLead the evolution of AI across Customer Success (agent assist, automation, self-service)Ensure AI is embedded into real workflows and driving measurable impactShift operations from reactive to proactiveLead CS systems, data,



and AI initiativesPartner cross-functionally with Product and EngineeringDefine priorities and drive execution against the highest-impact opportunitiesWhat Success Looks LikeSystems are connected, scalable, and trusted by teamsData drives transparent, confident decisionsAI is embedded into daily workflowsCustomer Success operates proactively, not reactivelyBenefitsCompany EquityGenerous Time Off ProgramHealth BenefitsFlexible Health and Wellness PlanEmployee Assistance ProgramNew Parent Support ProgramProfessional DevelopmentMonthly LunchesVolunteer ProgramIndoor Bike Racks- Proven ability to design systems aligned to real operational workflowsDeep experience owning end-to-end CS technology ecosystemsAbility to prioritize for impact and cut through complexityStrong business acumen — understands how CS drives retention and revenueAI/automation in business operations (practical application > theory)10+ years in Customer Success Operations, RevOps, or Systems leadershipStrong Salesforce expertise (Service Cloud required; technical depth strongly preferred)Experience working with data, analytics, and reporting ecosystemsComfortable in a hybrid work schedule #J-18808-Ljbffr

📌 Senior Director Of Customer Success Operations & Ai (Toronto)
🏢 Socket.dev
📍 Toronto