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.Location:Toronto (Hybrid – 2 days/week in office)Your Impact Build a scalable CS operating systemDesign 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 effectiveTurn data into decisionsOwn the Customer Success data ecosystem and reporting strategyEnsure clean, reliable data across systemsMove reporting beyond dashboards into actionable insights that drive retention and performanceEmbed AI into how we workLead 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 systems, strategy, and executionLead CS systems, data, and AI initiatives (including a Sr. Manager, CS Ops & Systems)Partner cross‑functionally with CS, Product, Engineering, and RevOpsDefine priorities and drive execution against the highest‑impact opportunitiesWhat You Bring10+ years in Customer Success Operations, RevOps, or Systems leadershipDeep experience owning end‑to‑end CS technology ecosystemsStrong Salesforce expertise (Service Cloud required; technical depth strongly preferred)Proven ability to design systems aligned to real operational workflowsExperience working with data, analytics,



and reporting ecosystemsAI/automation in business operations (practical application > theory)Strongbusiness acumen — understands how CS drives retention and revenueAbility to prioritize for impact and cut through complexityComfortable in a hybrid work scheduleWhat Success Looks LikeSystems are connected, scalable, and trusted by teamsData drives transparent, confident decisionsAI is embedded into daily workflowsCustomer Success operates proactively, not reactivelyAs part of Ontario’s Pay Transparency requirements, TouchBistro is committed to open and equitable compensation practices. Our salary bands are designed to reflect the range of skills and experience needed for the position and to allow room for growth. The final offer amount for this role will depend on geographical region, applicable experience, and the skillset of the candidate.Salary is based on relevant skills, experience, and internal equity. This posting reflects an existing vacancy. Artificial intelligence (AI) tools may be used to support parts of the recruitment and selection process; however, all hiring decisions are made by our hiring managers and recruitment team.Salary Range $180,000—$200,000 CADWhat We OfferGenerous Time Off ProgramHealth, Dental, and Vision BenefitsFlexible Health and Wellness PlanParental Leave & top upEmployee Assistance ProgramProfessional DevelopmentVolunteer ProgramMonthly LunchesAbout Us TouchBistro is an all‑in‑one Point‑of‑Sale and restaurant management system that makes running a restaurant easier. We have powered more than 29,000 restaurants around the world, and we know that while passion is plenty in the restaurant industry, time and money usually aren’t. Providing the most essential front‑of‑house, back‑of‑house and customer engagement solutions on one easy‑to‑use platform, TouchBistro helps restaurateurs streamline and simplify their operations, increase sales, drive revenue, and deliver a stellar guest experience.TouchBistro believes in fostering an inclusive workplace where all individuals have an opportunity to succeed. Requests for accommodation due to a disability can be made at any stage of the recruitment process.#J-18808-Ljbffr

📌 Senior Director, Cs Platform & Ai - C$180,000 - C$200,000 A Year (Toronto)
🏢 TouchBistro
📍 Toronto