Senior Director, CS Platform & AI

Job description

TouchBistro is looking for a strategic, hands-on leader to own how Customer Success operates at scale. 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. Your Impact: Build a scalable CS operating system - Design and evolve workflows across onboarding, billing ops, support, and retention - Own and unify our CS tech stack (Salesforce, support tools, WFM, analytics) - Improve how frontline teams operate — faster, simpler, more effective Turn data into decisions: Embed AI into how we work - 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 - 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 re...