Senior Director, Customer Success Operations & AI

Lead, Customer Success Operations & AI

Company: TouchBistro

About TouchBistro:
TouchBistro is an all-in-one Point-of-Sale and restaurant management system that makes running a restaurant easier. We power over 29,000 restaurants globally, helping restaurateurs streamline operations, increase sales, and deliver stellar guest experiences. We are a diverse group of restaurant-obsessed, tech-loving people united by a mission to support restaurateurs.

Your Impact:

This role owns how Customer Success operates at scale, focusing on systems, data, and AI to transform workflows into intelligent, automated systems. You will evolve the CS operating model to be more proactive and data-driven, driving retention and revenue.

Build a scalable CS operating system:

• Design and evolve workflows across onboarding, billing ops, support, and retention.
• Own and unify the CS tech stack (Salesforce, support tools, WFM, analytics).
• Improve how frontline teams operate—faster, simpler, more effective.

Turn data into decisions:

• 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.

Embed AI into how we work:

• 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 systems, strategy, and execution:

• 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 You Bring:

Experience:

• 10+ years in Customer Success Operations, RevOps, or Systems leadership.
• Deep experience owning end-to-end CS technology ecosystems.
• Strong Salesforce expertise (Service Cloud required; technical depth strongly preferred).
• Proven ability to design systems aligned to real operational workflows.
• Experience working with data, analytics, and reporting ecosystems.
• Experience with AI/automation in business operations (practical application).
• Strong business acumen – understands how CS drives retention and revenue.
• Ability to prioritize for impact and cut through complexity.
• Comfortable in a hybrid work schedule.

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.

Salary Range:

• $180,000—$200,000 CAD

What We Offer:

• Generous Time Off Program.
• Health, Dental, and Vision Benefits.
• Flexible Health and Wellness Plan.
• Parental Leave & top-up.
• Employee Assistance Program.
• Professional Development.
• Volunteer Program.
• Monthly Lunches.

Location:

• Toronto (Hybrid — 2 days/week in office).