Restaurant365 is a SaaS company disrupting the restaurant industry! Our cloud-based platform provides a unique, centralized solution for accounting and back-office operations for restaurants. Restaurant365’s culture is focused on empowering team members to produce top-notch results while elevating their skills. We’re constantly evolving and improving to make sure we are and always will be “Best in Class” … and we want that for you too!
We are seeking a strategic, data-driven, and customer-centric Senior Director of Digital and At-Scale Success Programs to lead the development and execution of scalable success initiatives that benefit and support our customers. Reporting to the Chief Customer Officer this role combines digital strategy, customer lifecycle expertise, financial acumen and operational execution to deliver impactful, at scale and tech enabled customer experiences.
This role will lead the team responsible for building automated journeys, self-service enablement, and one-to-many programs that accelerate time to value, drive product adoption, and improve growth and retention. This team will also partner very closely with our product teams to drive in-product onboarding and adoption. This leader will oversee and often orchestrate work cross-functionally to align efforts across Customer Success, Marketing, Product, and Operations.

• 10+ years of experience in Customer Success, Customer Experience or Digital Programs in a B2B and/or B2C SaaS environment.
• 5+ years of leadership experience.
• Proven success in building and scaling at-scale and digital customer success programs across diverse customer segments.
• Strong understanding of SaaS metrics (NRR, GRR, churn, TTFV).
• Experience with tools like Gainsight, Salesforce, Pendo, and webinar platforms.
• Experience in a multi-SaaS product environment
• Strategic thinker with hands-on execution capabilities.
• Excellent collaboration and program management skills.
• Prior ownership of SMB or long-tail customer success programs.
• Experience scaling CS in high-growth or product-led SaaS companies.
• Background in Customer Marketing, Onboarding, and/or Digital CS Operations.
• Previous ERP, Business Software and/or Restaurant experience is a plus
  

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DYN365, Inc d/b/a Restaurant365 is an equal opportunity employer