Sauce is a premier restaurant technology platform that helps businesses grow with our Commission-Free Delivery & Pickup structure and proprietary delivery optimization technology. We are serving a 105 billion dollar US local restaurant business. Headquartered in NYC and Tel-Aviv, Sauce wants restaurants to fulfill their highest potential, this means giving local establishments everything they need to connect directly with their customers. The Sauce team pools together decades of restaurant tech experience, along with seasoned tech, sales, marketing, product and operations executives who produce an industry-changing delivery system for successful local restaurants and chains.
Customer Success is integral to Sauce’s growth and long-term success. Our customers—restaurants ranging from single-location operators to multi-unit chains—rely on our platform to improve efficiency and profitability. As Vice President of Customer Success, you’ll spearhead the strategies and programs that ensure restaurants see exceptional value from our services. You’ll oversee everything from onboarding and adoption to retention and expansion, helping restaurants leverage Sauce to maximize their growth and optimize operations.Join Sauce to help restaurants drive revenue, reduce operational complexity, and delight customers.
As our VP of Customer Success, you’ll lead a dedicated team and collaborate across the company to ensure every restaurant that partners with Sauce realizes exponential growth and the full value of our solutions. We look forward to hearing from you!This position reports directly to the CEO of Sauce.We are looking for someone exclusively within the EST or CST time zones. West coast candidates won't be considered for this position.
What You'll Do:
- Drive Customer Success Outcomes:
- Boost retention: Increase renewal rates and minimize churn by ensuring restaurants achieve tangible results with Sauce.
- Expand account revenue: Identify and execute cross-sell and up-sell opportunities that help restaurants further optimize their business.
- Elevate platform adoption: Guide restaurants to get the most out of our features, driving higher engagement and overall satisfaction.
- Foster advocacy: Turn happy restaurant partners into brand advocates who share their success stories to inspire new customers.
- Define and Optimize the Customer (Restaurant) Lifecycle
- Map the journey: Outline a clear path from initial setup to expansion and renewal, tailored to different restaurant types and sizes.
- Develop listening points: Proactively track usage, satisfaction, and operational metrics unique to restaurant performance.
- Standardize interventions: Create playbooks for engaging customers at critical phases of their lifecycle.
- Segment customer base: Define strategies for various restaurant segments—independents, emerging chains, and enterprise brands.
- Drive continuous improvement: Integrate best practices from the SaaS and restaurant industries into processes and offerings.
- Oversee Customer Success Activities
- Onboarding & Training: Ensure restaurants experience a smooth and seamless start on Sauce, with best practices for rapid growth.
- Professional Services: Offer expert guidance on operational optimizations and data-driven strategies.
- Customer Support: Provide prompt, effective solutions to any challenges or inquiries.
- Customer Success Management: Maintain proactive communication and relationship-building with key restaurant stakeholders.
- Renewals & Expansion: Execute strategies that encourage contract renewals and additional product or service adoption.
- Experience: Ensure that customers are delighted with our service, and become staunch advocates of our program leading to high customer satisfaction, NPS, and referrals.
- Advocacy: Cultivate case studies, testimonials, and referrals among satisfied restaurant partners.
- Measure Effectiveness of Customer Success
- Define metrics: Establish KPIs (renewal rates, adoption metrics, restaurant revenue growth, NPS, etc.) that reflect the health of our partnership with restaurants.
- Refine tracking systems: Develop dashboards and workflows to monitor these metrics continuously.
- Create review cadence: Conduct regular performance reviews and present findings to leadership and the board.
- Promote transparency: Share critical customer success metrics across Sauce to keep teams aligned and informed.
- Build and Lead a World-Class Customer Success Team
- Recruit top talent: Hire experienced leaders and high-potential contributors who are passionate about restaurant success.
- Accelerate onboarding: Develop robust training and enablement programs for new team members.
- Foster collaboration: Encourage cross-functional teamwork within Customer Success and with other Sauce departments.
- Support growth: Offer ongoing professional development, ensuring the team stays ahead of restaurant industry trends and technologies.
- Enhance Efficiency Through Technology
- Leverage tools: Integrate and optimize support systems, customer marketing software, advocacy platforms, and Customer Success Management tools.
- Refine processes: Use technology to automate workflows, enhance the customer experience, and reduce operational friction.
- Champion Customer Success Across Sauce
- Cultivate culture: Advocate for a restaurant-centric culture, ensuring every team considers how its work impacts the customer.
- Align with Marketing: Collaborate on campaigns and content that engage and retain restaurant partners.
- Partner with Product: Feed insights from restaurants into product development and roadmaps.
- Coordinate with Sales: Drive cross-sell and up-sell with a focus on solutions that bring additional value to restaurants.
- Collaborate with Finance: Help forecast revenues, measure ROI, and ensure financial alignment around renewals and expansions.
- Work with the Executive Team: Maintain tight alignment on business goals, ideal customer profiles, and key success metrics.
What You Bring:
- 8+ years leading customer-facing teams: Proven track record in managing onboarding, retention, support, and growth activities in a SaaS environment.
- Influential communicator: Excellent ability to negotiate, build consensus, and collaborate across teams and levels.
- Blend of post-sale & sales experience: Skilled at driving renewals and expansions while understanding sales strategies.
- Deep restaurant empathy & revenue focus: Appreciation for the unique challenges restaurants face combined with a drive for sustainable growth.
- Expertise in recurring revenue models: Understanding how to maximize customer lifetime value within the SaaS framework.
- Data-driven & process-focused: Adept at using insights to refine strategies and optimize operational efficiency.
- Continuous learner: Passion for staying current on both SaaS and restaurant industry trends.
- Inspiring leader: Ability to rally teams around common goals and create a culture of success.
- Clear communicator & presenter: Can confidently convey ideas to internal teams and external stakeholders.
- Educational background: Bachelor’s degree preferred, but not required
Sauce is an equal opportunity workplace and an affirmative action employer. We welcome all qualified applicants regardless of race, color, ancestry, religion, sex (including pregnancy and related conditions), national origin, sexual orientation, age, marital status, disability (physical or mental), gender identity, gender expression, genetic information, veteran status, citizenship, immigration status, or any other classification, category or characteristic protected by applicable federal, state or local laws.
We understand the importance of creating a more diverse and inclusive workplace and celebrate our employees for their differences.Apply for this job
