Senior Director, Customer Success Operations & AI

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, turning workflows into scalable systems and insight into action.

Location:

Toronto (Hybrid — 2 days/week in office)

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

Own the Customer Success data ecosystem and reporting strategy

Ensure clean, reliable data across systems

Move reporting beyond dashboards into actionable insights that drive rete...