About the role

We focus on deeply understanding our customers' businesses and their needs. As our Director of Customer Success, you'll helm that effort, enabling restaurant brands to build better, more resilient businesses through their data.

You'll lead the Customer Success team, helping them answer critical questions about guest behavior, retention, and marketing effectiveness, insights that directly impact how our customers operate and grow their brands.

This role will be responsible for ensuring our customers realize the full value of Bikky's platform. You'll build the processes, playbooks, and team needed to scale Customer Success as the company grows. You'll partner closely with Product, Sales, Data Operations, and the founders to translate customer needs into better products, stronger customer relationships, and long-term revenue growth.

On any given week you might:

• Lead and support a team of Customer Success Managers responsible for onboarding, engagement, and retention across Bikky's customer base
• Collaborate with the founders on customer initiatives, product feedback, and shaping the future of our platform
• Partner directly with strategic restaurant brands during QBRs or key moments in the relationship to ensure they're getting meaningful value from Bikky
• Define the long-term vision for how Customer Success operates at Bikky as the company continues to scale
• Build scalable playbooks for onboarding, customer education, and lifecycle management

About you

You're a strong operator and people leader who understands that great Customer Success sits at the intersection of product, data, and customer outcomes.

You're excited about working with well-known restaurant brands and helping them make better decisions with their data. You're equally comfortable coaching a team, running strategic customer conversations, and improving internal systems that make a CS organization more effective.

The ideal candidate will have:

• 8+ years of experience in Customer Success, Account Management, or similar customer-facing roles within B2B SaaS, with 3+ years leading a team
• Experience working with data and helping customers translate analytics into business decisions
• Experience managing complex enterprise customer relationships
• Strong cross-functional instincts and experience partnering with Product, Sales, and Engineering teams

Perks and Benefits

• $185,000 - $225,000 annual salary. The salary band reflects multiple career levels internally, which will be narrowed during the interview process.
• Generous equity compensation.
• Top tier (for stage) healthcare, including medical, vision, and dental with 100% employer coverage.
• Ability to participate in a 401k.
• Bikky offers a hybrid working environment. For candidates in New York City, we have an office where the team works 3-4 days per week.
• Flexible vacation policy.