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Restaurant365 · 5 months ago

Senior Director, Digital and At-Scale Success Programs

United States

Full-time

Hybrid

Senior Level, Lead/Staff

$169K/yr - $270K/yr

10+ years exp

Restaurant365 is a SaaS company disrupting the restaurant industry, seeking a strategic, data-driven, and customer-centric Senior Director of Digital and At-Scale Success Programs. This role involves leading the development and execution of scalable success initiatives to enhance customer experiences and drive product adoption.

AccountingProductivity ToolsRestaurantsSaaSSoftware

Responsibilities

Define and lead the digital and at-scale success vision and roadmap aligned to customer lifecycle stages (onboarding, adoption, renewal, expansion) personas, key customer outcomes and 'moments that matter'; build and execute a multi-channel engagement model combining automated, in-app, and low-touch human interactions; partner with Marketing, Product, Support, Systems, Data and CS Ops to align content, tools, and timing across the journey

Design and deploy automated customer journeys and usage-based triggers using tools such as Gainsight, Salesforce, Pendo, and/or Marketo; leverage email campaigns, learning resources, 1: many programs and customer communities to support self-service and education; incorporate AI to help manage and optimize digital touchpoints for engagement, usage, and retention

Develop office hours, webinars programs, cohort-based training programs, and other scalable engagement formats with key partners in Professional Services, Education Services and Customer Success Management (CSMs); establish repeatable and automated onboarding and adoption tracks tailored to customer segments and use cases in collaboration with Product, Marketing, Systems, Data and CS Ops; ensure digital initiatives are measurable and contribute to customer value, NRR, GRR, and CSAT improvements

Partner with Product on in product learning, usage, guidance and AI to help customers optimize their usage and value of the R365 platform; collaborate with CS leadership to align digital programs with high-touch CSM efforts for a hybrid model; partner with CS Ops to build key analytics, dashboards and reporting to track program performance and drive data-informed decisions

Build, lead, and mentor a high-performing team responsible for digital success strategy, content, automation, and engagement programs; establish clear roles, goals, and career development plans for team members; promote a culture of innovation, accountability, and continuous improvement

Qualification

Customer Success ProgramsDigital StrategySaaS MetricsTeam LeadershipGainsightSalesforcePendoProgram ManagementCustomer ExperienceDigital ProgramsOnboarding ExperienceBusiness Software KnowledgeCollaboration SkillsStrategic Thinking