Senior Director, CS Platform & AI

<p>TouchBistro is looking for a strategic, hands-on leader to own how Customer Success operates at scale.</p> <p>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.</p> <p><strong data-start="597" data-end="610">Location:</strong> Toronto (Hybrid — 2 days/week in office)</p> <h2><strong>Your Impact</strong></h2> <p><strong>Build a scalable CS operating system</strong></p> <ul> <li>Design and evolve workflows across onboarding, billing ops, support, and retention</li> <li>Own and unify our CS tech stack (Salesforce, support tools, WFM, analytics)</li> <li>Improve how frontline teams operate — faster, simpler, more effective</li> </ul> <p><strong>Turn data into decisions</strong></p> <ul> <li>Own the Customer Success data ecosystem and reporting strategy</li> <li>Ensure clean, reliable data across systems</li> <li>Move reporting beyond dashboards into actionable insights that drive retention and performance</li> </ul> <p><strong>Embed AI into how we work</strong></p> <ul> <li>Lead the evolution of AI across Customer Success (agent assist, automation, self-service)</li> <li>Ensure AI is embedded into real workflows and driving measurable impact</li> <li>Shift operations from reactive to proactive</li> </ul> <p><strong>Lead systems, strategy, and execution</strong></p> <ul> <li>Lead CS systems, data, and AI initiatives&nbsp;</li> <li>Partner cross-functionally with Product and Engineering</li> <li>Define priorities and drive execution against the highest-impact opportunities</li> </ul> <h2><strong>What You Bring</strong></h2> <ul> <li>10+ years in Customer Success Operations, RevOps, or Systems leadership</li> <li>Deep experience owning end-to-end CS technology ecosystems</li> <li>Strong Salesforce expertise (Service Cloud required; technical depth strongly preferred)</li> <li>Proven ability to design systems aligned to real operational workflows</li> <li>Experience working with data, analytics, and reporting ecosystems</li> <li>AI/automation in business operations (practical application &gt; theory)</li> <li>Strong business acumen — understands how CS drives retention and revenue</li> <li>Ability to prioritize for impact and cut through complexity</li> <li>Comfortable in a hybrid work schedule.</li> </ul> <h2><strong>What Success Looks Like</strong></h2> <ul> <li>Systems are connected, scalable, and trusted by teams</li> <li>Data drives clear, confident decisions</li> <li>AI is embedded into daily workflows</li> <li>Customer Success operates proactively, not reactively</li> </ul><div class="content-pay-transparency"><div class="pay-input"><div class="description"><p><em>As 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.</em></p> <p><em>Salary is based on relevant skills, experience, and internal equity.&nbsp;</em><em>This posting reflects an existing vacancy.&nbsp;</em><em>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.</em></p></div><div class="title">Salary Range</div><div class="pay-range"><span>$180,000</span><span class="divider">&mdash;</span><span>$200,000 CAD</span></div></div></div><div class="content-conclusion"><p><strong>What We Offer</strong></p> <p><span style="font-weight: 400;">At TouchBistro, we are a diverse group of restaurant-obsessed, tech-loving people brought together by a mission to support the passion and success of restaurateurs. You can feel confident joining a fun, vibrant, and rapidly growing environment. You will be working alongside driven individuals who are passionate, innovative, accountable, collaborative, and respectful.&nbsp;</span></p> <p><em><span style="font-weight: 400;">The Perks:</span></em></p> <ul> <li style="font-weight: 400;"><span style="font-weight: 400;">Generous Time Off Program</span></li> <li><span style="font-weight: 400;">Health, Dental, and Vision Benefits</span></li> <li style="font-weight: 400;"><span style="font-weight: 400;">Flexible Health and Wellness Plan</span></li> <li><span style="font-weight: 400;">Parental Leave &amp; top up</span></li> <li><span style="font-weight: 400;">Employee Assistance Program</span></li> <li style="font-weight: 400;"><span style="font-weight: 400;">Professional Development</span></li> <li style="font-weight: 400;"><span style="font-weight: 400;">Volunteer Program</span></li> <li style="font-weight: 400;"><span style="font-weight: 400;">Monthly Lunches</span></li> </ul> <p><strong>About Us</strong></p> <p><span style="font-weight: 400;">TouchBistro is an all-in-one Point-of-Sale and restaurant management system that makes running a restaurant easier. </span><span style="font-weight: 400;">We have powered more than 29,000 restaurants around the world, and w</span><span style="font-weight: 400;">e know that while passion is plenty in the restaurant industry, time and money usually aren’t. </span><span style="font-weight: 400;">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.</span></p> <p><em>_{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.}</em></p></div>