Director, Customer Success Program Management

At SpotOn, we’re helping restaurants and small businesses compete and win with flexible payment and software technology—backed by real people who really care. From seamless point-of-sale systems to integrated restaurant management solutions, every SpotOn tool is designed to help local businesses increase profits and create better experiences for their customers and employees.  

Recently, SpotOn was:

• Named one of Fast Company’s Most Innovative Companies of 2024
• Awarded Great Places to Work and Built In’s Best Workplaces for the third year in a row
• Selected as the Best Overall Restaurant POS by NerdWallet 
• Rated the top-rated point-of-sale (POS) for restaurants, bars, retail, and small businesses by Capterra users

We’re committed to caring hard and moving fast so that we can continue to grow and make a positive impact together. 

That’s where you come in. 

SpotOn is seeking a highly organized, resourceful, and results-driven Director of Customer Success Program Management to serve as the right hand partner to the Sr. VP of Customer Success Operations. This role is ideal for someone with a “can-do” attitude who thrives in a fast-paced environment, excels at managing complex programs, and is passionate about driving employee experience, customer experience, operational efficiency and business growth. You will be instrumental in supporting high-impact initiatives across the Customer Success team, ensuring seamless execution, cross-functional alignment, and measurable success..

This is a unique opportunity to join a high-growth, well-resourced team where your contributions will directly influence the company's growth and overall employee and customer experience.

Responsibilities: 

• CS Strategic Initiatives & Programs: Drive initiatives from end-to-end by collaboration closely with leadership as well as stakeholders across HR, Finance, and other cross functional teams. Lead high-impact initiatives that drive growth, efficiency, and competitive advantage. 
• Employee Development - Support the CS Training and Enablement Team and liaison with HR on    a number of employee based programs including role based learning, talent development, variable compensation and other employee engagement programs to expand employee investment in the customer relationship to strengthen customer engagement, loyalty and retention.  
• Partner Programs - Support the build out Partner Engagement Programs focusing on driving scale of our customer success organization through our partner ecosystem. 
• Project Management - Drive the planning, execution and adoption of initiatives with a structured, results-oriented approach. Manage timelines, stakeholders, and communications effectively. Oversee the execution of strategic initiatives from conception to completion. Set KPIs, track progress, and ensure projects meet deadlines and budget requirements.  
• Change Management & Innovation - Drive organizational change by introducing new business models, technologies, or processes. Foster a culture of innovation and continuous improvement. 
• Organizational Alignment  - Partner closely with Sales and CS executive teams, department heads, and key stakeholders to ensure initiatives are tailored to their needs, driving engagement, adoption and measurable business outcomes. Influence decision-making across all levels of the organization.  
• Cross Functional Leadership - Work with HR, Finance, Marketing, and Sales to ensure alignment across business units and drive collaboration on goals, messaging and enablement needs. Serve as a bridge between the CS team and other internal Stakeholders
• Market & Industry Analysis - Stay updated on industry trends, competitors, and market dynamics. Use data-driven insights to refine strategies and share with key stakeholders to make informed decisions. 

Qualifications:

Research shows that women and members of underrepresented groups tend to apply to roles only when they check every box on a job description. We encourage you to apply if you meet the majority of qualifications and if this role is aligned with your career trajectory.

• Experience & Industry Knowledge: A minimum of 15+ years of relevant experience in high growth software and or services companies. 
• Executive Presence: Demonstrated executive presence with the ability to confidently represent SpotOn in high-level discussions with executives and partners.
• Project Management Mastery: Exceptional organizational skills with the ability to juggle multiple projects, manage competing priorities, and drive execution